Mazda tops the Philippine automotive industry in terms of Customer Service Index (CSI) according to the latest JD Power Survey. The study, now on its 16th year, measures new-vehicle owner satisfaction with after-sales service process at authorized service centers by examining dealership performances in five factors (in order of importance): service quality (29 percent), service initiation (26 percent), vehicle pick-up (17 percent), service facility (14 percent), and service advisor (14 percent). Brand service performance is then measured on a 1,000-point scale with the highest score indicating highest customer satisfaction.
