Heading
Close X
Menu
Motorists purchasing a Suzuki in the past year are likely to be among the most content drivers on the road.
Suzuki has yet again been recognised as being the top automotive brand by the Institute of Customer Service’s barometer of satisfaction for the sixth time since January 2019.
Of the 27 car manufacturers measured, Suzuki GB PLC has once again ranked highly and in joint eighth position across all measured sectors from over 260 organisations, climbing from 17th overall in the January 2022 UKCSI, (Customer Service’s UK Customer Satisfaction Index), published this week.
The index is a barometer of customer satisfaction measuring sentiment across the country and asks over 10,000 consumers to rate their experiences in dealing with companies across 13 sectors, including those in the motor industry.
As part of the Index, customers are asked questions relating to five dimensions of customer satisfaction including Experience, Customer Ethos, Emotional Connection, (including Trust) and Ethics. With reference to the Automotive specific of UKCSI, Suzuki ranked joint 1st for the Emotional Connection dimension with a score of 84.4.
Jo Causon, CEO of the Institute of Customer Service, said: “Congratulations to Suzuki on a strong showing in the UKCSI. The Index shows that across the country, some customers are looking to constrain their spending due to the cost-of-living crisis, however, many customers are also thinking more about the overall customer experience.
The consumer landscape remains volatile with an uncertain economic environment for business. The challenge for all organisations-including those in the automotive sector – is to perform consistently well across the five dimensions of customer satisfaction – from emotional connection to business ethics and customer ethos. This helps maintain high satisfaction levels, which, in turn helps improve organisational performance.”
The Net Promoter Score (NPS) element of UKCSI once again ranks Suzuki the highest score of 50.0 against an Automotive sector average of 33.0 and a lower all-sector average of 25.6. NPS, in summary, is a calculation of the ratio of respondents that would likely recommend a brand to others.
Commenting on the results, Nobuo Suyama, Managing Director of Suzuki GB PLC, said: “We are immensely proud of our achievement to once again be in first position in the Automotive sector of UKCSI, particularly in the challenging times we continue to face. Consistent evolution of the Suzuki customer experience remains a core focus for us and the ongoing efforts of our staff and dealers has again really paid off.”
He added: “Without the support of our nationwide dealer network and the hundreds of people that work tirelessly for the brand to deliver exceptional standards for our customers, we would not have delivered such a fantastic result. I would like to again congratulate everyone who has played a part to attain yet another excellent achievement in Customer Satisfaction.”
Suzuki. Why compromise when you can have it all?
