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Exclusive: Honda customer service shock

Downturn: Honda’s HR-V might be a star performer on the sales charts, but JD Power’s CSI study raises a question mark over how well its owners are being treated when they return for servicing.

Honda falls from first to below average in JD Power CSI study as Mazda rises again

General News logo29 Nov 2016

By TERRY MARTIN

- Honda has fallen from the top of the Australian car industry in terms of aftersales service to below average, leaving Mazda as the clear benchmark among the mass-market brands in the influential JD Power 2016 Australia Customer Service Index (CSI) Study released today.

- Honda’s shock result will reverberate through its Tullamarine headquarters in Melbourne, as well as its national dealer network, as the premium-oriented Japanese marque – which has long relied on owners remaining faithful to the brand – attempts to dramatically improve sales and market share, and bring in many first-time customers, with new-generation models like the Civic and forthcoming CR-V.

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