Case Study: Mazda achieves 2.8% increase in customer retention with Medallia

Mazda - Customer Case Study

Mazda, with more than 600 North American dealerships and about 290,000 annual vehicle sales, made improving customer experience its top priority. To better engage employees and customers across dealerships, Mazda partnered with Medallia to collect and analyze customer feedback and surface actionable experience data at the store level.

Using Medallia’s feedback platform, dealerships began reviewing comments daily, trained frontline staff to explain maintenance value and Genuine Mazda parts, and piloted a customer engagement program emphasizing authenticity, empathy, and transparency. Medallia enabled Mazda to scale those behaviors companywide, driving a measurable 2.8% increase in customer retention; individual dealerships reported soaring “Good Value for Cost of Service” scores and a clear correlation between employee engagement with the Medallia tool and higher customer satisfaction.

Mazda

Masahiro Moro

President and Chief Executive Officer