Mazda has consolidated its status as one of Australia’s best brands for aftersales service with its fourth consecutive win in the J.D.Power Australia Customer Service Index study. Audi also came out on top amongst the luxury brands, displacing Mercedes-Benz who topped the rankings last year. The survey, now in its tenth year, covered 5624 mainstream buyers and 540 Luxury car buyers who purchased a new vehicle with the last five years and who had it serviced over the last 12 months. Customer satisfaction measured by five key indicators – service quality, service initiation, vehicle pick-up, service advisor and service facility. Determined on a 1,000 point scale, Mazda increased its satisfaction score by 30 points to 819, well above the industry average of 788. Toyota finished second and Honda third. According to J.D. Power, the biggest influences on the satisfaction score were prompt attention, leaving a vehicles settings unchanged, informing customers of upcoming service schedules and getting the repair right the first time.

I’m David Berthon

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