Mazda North America has made a significant breakthrough in its customer service efforts, boosting service retention rates by 4 percentage points to 59 percent. The key to this success lies in the automaker's innovative approach to vehicle inspections, where video technology plays a central role in its Service Promise. By leveraging video inspections, Mazda is able to provide customers with a more transparent and personalized service experience. As a result, nearly 86 percent of repair orders now include personalized technical explanations, giving customers a better understanding of the work being done on their vehicles.
Mazda North America increased service retention from 55 to 59 percent by making video inspections central to its Service Promise. Nearly 86 percent of repair orders now include personalized tech ...