Case Study: Mazda Motor Europe boosts dealer NPS by 9 points with Customer Alliance

Mazda Motor Europe boosts dealer service NPS by 9 points with Customer Alliance

Mazda Motor Europe GmbH faced challenges in managing customer feedback across its network of 1,800 European dealerships. They needed a centralized system to capture reviews and survey data, identify sales opportunities from service visits, and enable dealers to respond quickly to customer concerns to improve loyalty and satisfaction.

Partnering with Customer Alliance, Mazda implemented a centralized feedback management platform. This solution provided automated review collection, performance dashboards, and alert systems for negative feedback. The results were significant, including the collection of nearly 2 million reviews, a 26% reduction in negative service feedback, and a 9-point increase in dealer service Net Promoter Score (NPS).

Mazda Motor Europe GmbH