Four Initiatives to Increase Customer Satisfaction
Mazda considers increasing customer satisfaction levels to be an important corporate activity. Accordingly, we are undertaking the following four initiatives:
- Getting Repairs Right the First Time
If a fault occurs, we will fix the problem properly in a single visit to the shop. - Improving Product Quality
We will make rapid improvements in the quality of our products by collecting, analyzing and reporting on quality issues in the market in a timely manner. - Improving Overall Customer Satisfaction
We will achieve a top level of customer satisfaction in the automotive industry throughout the production, delivery and replacement cycle (sales, service, parts and distribution). - Creating Appealing Products
We will build products under the "Zoom-Zoom" concept that enrich the lifestyles of our customers.
Attentive to What Our Customers Say
At Mazda, we listen closely to our customers because we believe this is the foundation for building better products. To this end, we opened the Mazda Call Center in February 1984 to provide a point of contact within Japan for inquiries, consultations, product and feature requests, complaints and other opinions. At present, a staff of 50 responds to customers via our toll-free number and website.
Customers submitted some 70,000 messages to the Mazda Call Center in FY2006. These messages were delivered to the appropriate departments, whether product development, sales or service. In all cases, we put these messages to good use in finding ways to elevate customer satisfaction above current levels.
- Organizational Structure for Improving Customer Service
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