Customer Satisfaction: Mazda On Top In Australia, Holden Improves, VW Last

The latest report in industry analyst J.D. Power’s annual customer satisfaction rankings has shown once again that a positive service experience can reap rewards on the sales chart.

Of this year’s best performers in aftersales and service customer satisfaction - Mazda, Subaru, Toyota, Holden and Hyundai - only Subaru remains outside the top five for Australian sales year-to-date.

“As most major brands in Australia now have adopted capped price servicing, authorised service centres need to ensure communication to customers regarding costs, whether it is routine maintenance or additional repair costs, are clear and accurate as possible,” J.D. Power’s Loi Truong said.

“Brands that can provide customers with a clear explanation of the work undertaken and deliver a consistently reliable service will benefit in the long run.”

Mazda’s result marks the brand’s second consecutive year in first place, but it’s Holden that has shown the most improvement.

Holden’s image has taken a beating over the past year with the news that it will end Australian manufacturing in 2017, but the carmaker’s efforts to improve customer satisfaction have paid dividends in 2014.

Mazda CX-5 - 1594 - (18,237)