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The Challenges Facing Automobile Manufacturers
Raising Levels of Customer Satisfaction and Quality
Meeting our responsibilities, while creating cars people want to drive
In the end, our products are only as good as our customers think they are.
Mazda is committed to hearing the views of our customers, and reflecting these in better products and services, in
order to improve customer satisfaction.
Listening and responding seriously to our customers' views
Improving CS, and our responses to customers
At Mazda, we consider improving our levels of customer satisfaction
(CS) to be one of the most important challenges of our corporate
activities. For this reason, we implement customer satisfaction
surveys of our products and services, and have established a call
center that allows us to hear the opinions of a wide range of our
Sales
Divisions
Manufacturing
Divisions
Mazda
Customer
Service
Divisions
Implementation
Partnerships
Mazda
Domestic
Dealerships
The Mazda Call Center
Being able to hear what our customers say and require is the basis of
any improvements we make to our manufacturing work. Mazda
established the Mazda Call Center in February 1984 in order to be able
to gather enquiries, advice, requests and complaints from throughout
Japan.
The call center currently operates with a staff of 50, and offers a
service that takes all enquiries from customers, either by telephone or
by Internet, extremely seriously. Since October 2004, we have
extended the call center opening hours to include Saturdays, Sundays
and national holidays, in addition to weekdays, and begun to accept
calls on a toll-free line, in order to make it even easier for our
customers to speak to us. In line with the Data Protection Act enacted
in April 2005, we have also reorganized our system for the handling of
personal information (see page 68) and respond to all requests for
disclosure.
During 2004, we handled around 74,000 calls at the call center. The
opinions expressed and requests made during these calls are
extremely important to us as in-house feedback, and play a vital role
in improving customer satisfaction as they are reflected in product
development, sales and services.
Technical
Divisions
Meeting the diversifying needs of a lifestyle including cars
As cars have become more and more part of our day-to-day lives, the
need for their functions and forms to fit our personal tastes and
lifestyles has become greater. Mazda's group-wide customization
project allows customers to freely choose their own style of car,
thereby meeting a wide range of lifestyle needs and improving
customer satisfaction at a detailed level.
Web Tune Factory
The Web Tune Factory, which opened in February 2001, was the Japanese
automobile industry's first Internet site to sell order-made production cars.
Customers using the site can choose their own combination of finishing options,
view a range of exteriors and interiors, see estimates for the features they would
like to have done, and apply to purchase a car. The simulation function of the
site was used in FY 2004 by around 1.13 million customers, up around 345%
from the previous year.
WEB TUNE FACTORY
Quality
Divisions
Customer Advice
Division
Mazda Call Center
Customer
Mazda Call Center
Social & Environmental Report 2005