Mazda Focuses on Increasing Customer Satisfaction in 2016

Photo Courtesy / PT. Mazda Motor

By : Corporate Updates | on 8:10 AM February 10, 2016
Category : Automotive, Corporate Updates

Beginning the year of 2016, PT Mazda Motor Indonesia (MMI) revealed its 2015’s outstanding performance. MMI again proves its accomplishment in 2015 marked by various prestigious awards as well as several activities Zoom-Zoom Lovers. In 2015, several Mazda’s product line up managed to gain automotive lovers’ interest with total sales of 9,334 units recorded or increased by 2% from 2014. The sales was dominated by Mazda’s leading SUV product, the New Mazda CX-5 by 48% from total sales, which then followed by All New Mazda2 with the result of 32% from total sales whereas the Mazda’s flagship hatchback product was able to record a growth of 67% compared to the previous year. Through this result Mazda also managed to increase market share in 2015 by 0,1% to 0,9%.

Apart from this remarkable sales growth in 2015, MMI also succeeded in receiving prestigious achievements including the first position from J.D Power Asia Pacific for their customer service performance in J.D. Power Asia Pacific 2015 and various awards from Auto Bild Awards 2015 which awarded the All New Mazda2 as the Auto Bild 2015 Car of The Year as well as the Best Compact Hatchback and also became the winner for Best Fuel Consumption category.

Photo Courtesy / Dandy Roesman Photo Courtesy / Dandy Roesman

President Director PT. Mazda Motor Indonesia, Keizo Okue stated “Other remarkable growth was also gained by MMI for Customer Visit Ratio increased by 4% in 2015 compared to 2014 as the result of the Customer Relationship Coordinator (CRC) to educate the service advisors to regularly inform customers on the importance of regular services for their car at Mazda’s authorized dealers, particularly for SKYACTIV Technology products. Moreover, Mazda also expanded its Parts Distribution Center (PDC) from 3,600 sqm to 6,000 sqm in order to maximize the availability of Mazda’s original spare parts. Those confidences towards Mazda brand will give us motivation which will encourage Mazda to constantly providing the best experience with Mazda that are able to exceed customers’ expectation.”

This year MMI has prepared various activities to further increase customer satisfaction and loyalty by improving Mazda Dealer’s employees’ skill through Mazda Technician Contest, whereas the winner will participate at Mazda Technician Contest Asia – Oceania, as well as through the national sales competition, “Indonesian Cup 2016”. On the other hand, in order to expand Mazda’s network in Indonesia, new dealer in Puri Indah, West Jakarta will be inaugurated this year, and certification will be given to Mazda Cibubur as Certified Body & Paint Workshop dealer in JABODETABEK area. Mazda’s Customer Service division will also improve their effort to get closer with the customers by continuing the program from Customer Relationship Coordinator (CRC) to constantly provide information needed by customers such as new car delivery notice, service reminder, and to properly handling customer’s criticism and suggestions. Astrid Ariani Wijana, Senior Marketing Manager PT Mazda Motor Indonesia added, “We, at Mazda, believe that amid the challenging situation of Indonesian automotive market, Mazda will still able to grow along with the customers and all Mazda lovers to make our products and services more accessible for them as well as to support the positive growth of national automotive industry.”



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