Case Study
Mazda Motor Europe
How Mazda Motor Europe improved customer loyalty and increased its Net Promoter Score by 9 points
Operating across 30 countries with 1,800 dealerships, Mazda Motor Europe transformed its approach to customer feedback management through partnership with MotiCX.
About Mazda Motor Europe
Overlooking the banks of the Rhine in Leverkusen, Germany, Mazda Motor Europe GmbH (MME) serves as the regional headquarters for Mazda in Europe. Operating across 30 countries, it has transformed its approach to customer feedback management through partnership with MotiCX.
Website
mazda.eu/en
Industry
Automotive
Company Size
1,800 dealerships
Location
Europe
The Challenge
What were Mazda's challenges before MotiCX?
Identifying Repurchase Opportunities
Mazda needed a systematic way to identify existing customers who were considering their next vehicle purchase. Without a structured approach, potential repurchase opportunities could be missed.
Managing Complex Feedback at Scale
With 1,800 dealerships across Europe, each running multiple customer surveys for sales, service, and follow-up experiences, Mazda needed to centrally capture and manage customer feedback.
Responding Quickly to Feedback
Mazda wanted to ensure dealers could quickly act on customer feedback. The company needed a system to alert relevant dealers when customers need support and track how issues were resolved.
Highlighting Customer Success
Mazda received significant positive feedback across its network but needed a better way to capture and share these experiences across dealerships.
The Solution
How does MotiCX help Mazda?
Central Dashboard for Each Dealer
The platform automatically collects reviews and survey responses, and calculates key metrics like Net Promoter Scores (NPS). With all feedback in one place, Mazda has complete oversight of customer satisfaction.
Systematic Reduction of Customer Complaints
When the platform detects a review with satisfaction below 60%, it triggers an immediate response process with instant alerts, structured workflows, and resolution tracking.
Monitoring and Improving Service Quality
The platform helps Mazda maintain high service standards by comparing dealer performance against national benchmarks and tracking satisfaction trends.
Identifying Sales Opportunities from Service
Using post-service surveys to identify customers looking to buy a new car, enabling automatic lead generation and timely sales team follow-ups.
“The ability to manage external reviews in one place and to automatically create reports for quality management among the dealerships has strengthened Mazda's European network. It allows us to set proper benchmarks, providing greater overall efficiency.”
Simon Haines
Director Customer Knowledge at Mazda Motor Europe
The Results
Measurable Impact
Vast and reliable dataset to track customer sentiment
For dealer service - a key indicator of customer loyalty
Reduction through systematic complaint handling
“Our main focus is to take care of our customers. If there are problems and we find out about them through customer satisfaction surveys, that's our chance - and of course the dealer's too. With this approach we achieve a high level of customer loyalty, which is of utmost importance, especially in the long term.”
Simon Haines
Director Customer Knowledge at Mazda Motor Europe
Key Takeaways
Centralized feedback management across 1,800+ dealerships in 30 countries
Automated alert system for negative reviews enables quick dealer response
Data-driven benchmarking helps identify and replicate best practices
Post-service surveys automatically identify sales opportunities
Close to 2 million reviews provide reliable data for strategic decisions
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