Mazda captures Thai customer hearts, ready to step up to premium brand status

Automotive Press Releases Tuesday October 24, 2017 12:55
Bangkok--24 Oct--Mazda Sales

Mazda Sales (Thailand) Co. Ltd., the official distributor and service provider of Mazda vehicles in Thailand, is moving ahead in customer satisfaction after introducing the new MCI (Mazda Corporate Identity) showroom concept, improving after-sales quality and raising staff capabilities countrywide. According to the J.D. Power 2017 Thailand Sales Satisfaction Index (SSI) Study released recently, Mazda was ranked second with 827 points, shooting up from last year's fifth position.

The study, now in its 18th year, measures new-vehicle owner satisfaction with the sales process at an authorized showroom center by examining dealership performance in sales facility, sales initiation, sales negotiation, vehicle delivery duration and sales personnel. This year Mazda, with 827 points out of a maximum 1,000 points, finished close to the leader, and showed significant improvement over last year's 806 points. This is proof of the improvements after going through a countrywide showroom and service center upgrade during the past year.

Mr. Chanchai Trakarnudomsuk, President of Mazda Sales (Thailand) Co. Ltd., said Mazda employees are delighted with this year's achievement. "We are all very happy and proud for being able to capture the second position, after working hard for our customers," he said. "Mazda continues to deliver our full commitment towards improving our dealer network, particularly in terms of showrooms and service centers under the MCI concept that truly reflects Mazda's image, helping us to seamlessly connect with the customer."

Mr. Chanchai said Mazda had laid out an integrated service system for increased efficiency. The MAZDA ACTIV SERVICE program goes in harmony with the 6 major factors that determine customer satisfaction as follows:

Convenience – Integrates body and paint repair shop, warm elegant customer lounges plus 2-hour express service bay.
Fast – Express service bays, parts inventory, express approval for accident repair, quick parts delivery and 24-hour service.
Standardize and Efficiency – Same high standards at all showrooms and service centers.
Price Transparency -- Customers are informed of all parts prices, labor fee and scheduled maintenance cost, all of which are competitive against other brands.

An important factor that affects customer satisfaction is the sales team, and Mazda has been determined in developing highly-capable salespersons who can best serve the customers. Attention to details and sharing of experiences to the customers also contribute to a memorable servicing experience. According to the J.D. Power study, Mazda's strength lies in sales initiation and delivery period, and the study also serves as a good indicator for Mazda's improvements carried out the past year.

The 2017 Thailand Customer Service Index (CSI) Study, now in its 18th year, is based on responses from 2,458 new-vehicle owners who purchased their vehicle between August 2016 and April 2017. Before making a purchase decision, Mazda customers study information from various sources including current Mazda owners, and are satisfied with sales and delivery processes. In terms of marketing communications, television commercials play a major role in relaying true customer stories about Mazda, in order to enhance the confidence towards the brand, and making customers feel like family.

Mazda is also preparing to stimulate the Thai auto market further during the last quarter of this year. For more information click www.mazda.co.th and Mazda Thailand official Facebook/YouTube/Instagram/LINE accounts.

http://www.mazda.co.th
Mazda Thailand Official Facebook/YouTube/Instagram/LINE

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