General

Suzuki is the top class car brand for customer satisfaction

Suzuki is the top class car brand for customer satisfaction

Suzuki GB has been ranked as the best car brand for customer satisfaction in the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI).

Suzuki took first place in the automotive sector and shared fifth place in all measured sectors out of 265 companies named.

The index measures sentiment across the country, asking more than 10,000 consumers about their experiences with companies across 13 sectors, including those in the auto industry.

A total of 45,000 consumer responses were received in the latest UKCSI across all sectors, of which 3,000 were from the automotive sector.

Suzuki GB Managing Director Nobuo Suyama said: “We are very proud of our achievement to once again rank first in the automotive sector of the UKCSI Index, especially in the challenging times we continue to face.

“Consistent evolution of the Suzuki customer experience remains a core focus for us and the continued efforts of our employees and dealers have once again really paid off.

“We couldn’t have delivered such a fantastic result without the support of our nationwide dealer network and the hundreds of people who work tirelessly for the brand to deliver exceptional standards for our customers.

“I would like to congratulate again everyone who played a part in achieving another outstanding performance.”

The average auto industry sector score was 81.0 points, measured across 27 brands and with a score of 85.9, which was above Suzuki.

As part of the survey, customers were asked about aspects of the way they were treated when interacting with brands, including trust, experience, customer ethic, emotional connection and ethics.

With regard to UKCSI’s vehicle-specific sector, Suzuki stood first for trust and as the company customers were most likely to remain loyal to.

UKCSI’s Net Promoter Score (NPS) element scored Suzuki highly with a score of 40.4 against an automotive average of 35.6 and a lower industry average of 27.9 for all sectors.

Dale Wyatt, Suzuki GB’s auto sales chief, told auto retailers to “be careful what you wish for” while continuing to voice his objections to the rollout of retail agency model agreements.

In March, Suzuki expanded its electrified model range with the launch of the first fully hybrid version of its Vitara SUV.