Mazda PH Ranks No. 1 Again in J.D. Power Customer Service Index Study
Bermaz Auto Philippines, the exclusive distributor of Mazda vehicles and parts in the country, is once again recognized for taking the Mazda brand to the top of the rankings in the recently published 2019 J.D. Power Customer Service Index (SCI) Study.
Mazda Philippines ranks No. 1 in the field of customer service among locally available brands in this year’s study. This is the second time in four years that the Japanese premium brand has topped the annual study. It also ranked first in the 2016 J.D. Power Customer Service Index (CSI) Study.
“We are very thankful to our customers for recognizing our efforts in delivering a premium customer service experience,” shares Mazda Philippines President and CEO, Steven Tan. “From the time Bermaz Auto Philippines took over the distributorship for Mazda in the country back in 2012, it has been our passionate commitment to provide an after-sales experience that is unparalleled in the industry. Over the years, we have raised the standards of service in all our 20 dealerships in order to guarantee customer satisfaction throughout their evolving purchase and ownership journey.”
Tan adds, “Along with our ‘Yojin3’ free three-year PMS for all new model purchases, the common dedication of our service crew to the customer has been validated by the J.D. Power CSI Study. This an inspiration to our whole team to work even harder in delivering true customer satisfaction.”
Mazda ranks highest in the 2019 J.D. Power Customers Service Index (CSI) Study, with an overall score of 824 in its 1000-point scale. This is higher than the industry average of 803 points. According to the report, Mazda performs particularly well in four of the study’s five factors: service initiation; service facility; vehicle pickup; and service quality.
Now on its 19 th year, the J.D. Power 2019 Philippines Customer Service Index (CSI) Study measures customer satisfaction with the servicing and vehicle-return process. The study is based on responses from 2,384 new-vehicle owners who purchased their vehicle between January 2016 and April 2018 and took their vehicle for service to an authorized dealer or service center between January 2018 and April 2019.