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Mazda Among Most Improved In Mass Market Brands In J.D. Power and Associates CSI Study

Mar 15, 2011

IRVINE, Calif. (March 15, 2011) – Mazda was among the most improved mass market automotive brand in J.D. Power and Associate’s 2011 Customer Service Index (CSI) released Friday.  Mazda’s overall score of 750 is up 33 points over its 2010 score, and improved its performance in every category.  Mazda ranks 12th in mass market brands for overall study performance.

The study examines satisfaction among vehicle owners who visit a service department for maintenance or repair work.  The CSI rankings are based on dealer performance during the first three years of ownership, which typically represents the majority of the vehicle warranty period.  Five measures are examined to determine overall customer satisfaction with dealer service (listed in order of importance): service quality; service initiation; service advisor; service facility; and vehicle pick-up.

“This performance is a reflection of the hard work and dedication of all Mazda dealerships across the U.S., and is an indication that we are on the right path to long-term success with the programs and policies put in place over the last couple of years,” said Jim O’Sullivan, president and CEO, Mazda North American Operations.  “This business is a marathon not a sprint, and we are building a company and a brand that speaks for quality and customer satisfaction.  Our customers are very important to us and they deserve the very best treatment as Mazda owners.”

Along with the improved performance in the study meaning that customers will be more likely to have a favorable dealership service experience, Mazda’s consistent effort in increasing residual values (the amount a vehicle is worth at the close of a lease) means the company’s vehicles are an ever-increasingly smart choice from a value and ownership perspective. 

Mazda North American Operations is headquartered in Irvine, Calif. and oversees the sales, marketing, parts and customer service support of Mazda vehicles in the United States, Canada and Mexico through nearly 900 dealers.  Operations in Canada are managed by Mazda Canada, Inc., located in Ontario; and in Mexico by Mazda Motor de Mexico in Mexico City.

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