Mazda Hopes Calls Increase Dealership Satisfaction

Mazda North American Operations is launching a centralized telephone follow- up service designed to increase customer satisfaction scores for its 700 dealers.

The program, called Mazda Touchpoint, complements the Mazda Winners Circle follow-up process. Who's Calling Inc., known for its call measurement and monitoring technology, is implementing the new service.

After each sales and service transaction, Who's Calling will call customers and conduct brief satisfaction surveys. Contacting every customer lets the dealers know immediately if there are any problems that need to be corrected.

“We expect Mazda CSI scores to establish a new benchmark for the industry,” says John Mendel, executive vice president and COO of MNAO.