To boost customer satisfaction, Mazda works to develop better products and provide an ownership experience that exceeds customer expectations.
Based on the four pillars described below, Mazda makes every possible effort to ensure uncompromising quality and customer satisfaction.
- Products:Creating Appealing Products Mazda will build products that enable all its customers to experience the driving pleasure as well as outstanding environmental and safety performance.
- Quality:Improving Product Quality Mazda will make products whose quality exceeds customer expectations, by collecting and analyzing customer opinions and reporting the results to relevant departments in a timely manner.
- Sales:Improving Customer Satisfaction in Sales Mazda aims to achieve a top level of customer satisfaction in the automotive industry by taking concrete steps to make improvements based on what Mazda customers want, as expressed in questionnaires.
- After-Sales Service:Improving the Quality of After-Sales Service Mazda will improve the quality of after-sales service for its customers so they feel safe while driving, and if a problem occurs with a customer's vehicle, the Company will try to fix it properly the first time to ensure satisfaction.
Mazda develops products that embody the attributes of its Zoom-Zoom brand message. In line with the principles of "Sustainable Zoom-Zoom" , the Company has developed SKYACTIV TECHNOLOGY, which brings customers driving pleasure as well as outstanding environmental and safety performance, for commercial release in 2011.
In February 2011, as part of a series of design events by Hiroshima-based corporations and academic societies, Mazda held the Mazda Hands-on Design Seminar in Hiroshima City. Mazda designers and modelers demonstrated freehand drawing and created clay models for participants, who then got a chance to try these techniques for themselves. Approximately 90 participants of all ages came to the venue and had the valuable opportunity to experience Mazda design firsthand.
Mazda believes that easy-to-use vehicles make a contribution to excellent safety performance, and the Company develops such vehicles based on the principles outlined below.
- Driving position unaffected by physical stature, etc.
- Cars designed to be easy to drive regardless of arm or muscular strength
Comfortable posture and movement
Simple and easy controls
Ergonomically and functionally comfortable design
Controlled safely
Examples of Commercial Applications
- Sliding armrest (Axela/Mazda3)
- Door-grip indirect lighting (Axela/Mazda3)
- Contoured seats (Premacy/Mazda5)
Mazda has developed i-DM, a driver support system that encourages enjoyable, safe, and eco-friendly driving. This technology is featured in the facelifted Demio (Japanese model).
Unlike conventional eco-friendly systems that regulate the driver, i-DM allows drivers to enjoy driving their own way, improves passenger comfort, and encourages safe and economic driving. Specifically, i-DM separately analyzes operation of the gas pedal, brake pedal, and steering wheel in real time and displays an evaluation of the driver's inputs on a dashboard monitor.
Mazda cooperates with Group companies and distributors both in Japan and overseas to raise the level of customer satisfaction (CS) and fulfill its role as a company customers can continue to rely on. The Company grasps the needs of each country and region promptly and accurately based on customer feedback, and develops products and services tailored to each market. In addition, the Company strives to raise CS further through awards programs, training programs, and opportunities to share best practices.
Mazda listens closely to its customer's voice because it believes this is the foundation for developing better products. To this end, Mazda has opened the following two channels to interface with its customers and stakeholders, and share the information among relevant divisions of the Company to incorporate valuable customer perspectives on product development, sales, and service. Specifically, the Company applied these efforts to improve operation manuals for car navigation systems and vehicle/optional equipment catalogs.
To listen to inquiries and opinions, and consult with customers within Japan
To listen to inquiries and opinions, and consult with customers both within Japan and overseas
The Mazda Call Center has set the following goals and is working day by day to boost the quality of services.
- Toll-free number connection rate: 95% target, 95.4% achieved
- Rate of response to customers within 10 days: 90% target, 93.3% achieved
Customer Relations Office
Customer opinions are conveyed swiftly and accurately throughout the Company and dealerships via the Company's Intranet and reports, and are used to implement improvements. Recently, customer concerns have been diversifying, and Mazda continues to earn customer trust by looking at things from the customer's perspective
Mazda has introduced Visual IT Presentation (VIP) computer software, which is used at dealerships in Japan to provide customers with easily understandable explanations of products' features and functions. The VIP tool uses video and animated computer graphics to clarify driving performance, safety performance, and other characteristics that are often difficult to explain adequately through oral communication in the showroom, and has earned accolades from customers.
VIP was broadly introduced in Japan in October 2005, and it has been introduced in 768 Mazda dealerships in 61 sales companies in Japan (including 14 Mazda Autozam dealerships) as of March 31, 2011. It is available for the entire lineup of passenger vehicles, and is updated for new models on an as-needed basis.
Mazda vehicles are a favorite among motorsports enthusiasts the world over, and Mazda is delighted to support motor sporting events according to the needs and tastes of each region. Through partnerships with overseas operations in the United States, Europe, Australia, and South Africa, Mazda supports an assortment of programs aimed at enabling customers to participate in the exciting world of motorsports.
- United States: In the Grand-Am GT, the RX-8 won the GT race series championship for the 2010 year in the mass-produced vehicle class.
- Australia: The Mazda3 won the Targa Wrest Point Rally (mass-produced vehicle class).
Mazda launched the customer magazine Zoom-Zoom in October 2007 and has been regularly distributing it to customers in 13 countries ever since. The magazine shares driving pleasure that Mazda vehicles bring and explores the exciting lifestyles of Mazda vehicle users. The magazine is packed with information based on a variety of themes in order to build stronger emotional ties between Mazda and its customers.
In terms of the accuracy of product information provided, displayed, and advertised, Mazda not only complies strictly with each country's laws and regulations, but also places strong emphasis on safety, human rights, environmental issues, and ethical standards, giving careful attention to information display and expression appropriate for a company that manufactures and sells automobiles.
