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Last year resulted in some coveted awards and accolades. Of course, we were particularly thrilled to receive commendations that came from you, the customer.

 Thank you for all you helped us to achieve in 2019; we really couldn't be prouder.

UKCSI #1 CUSTOMER SERVICE CAR BRAND 2020

The institute of customer service
The institute of customer service

Institute of Customer Service’s Index for January 2020 sees Suzuki again listed as the number 1 car brand.

Suzuki ranks 5th position overall of 259 companies and moves up 10 positions year-on-year.

Suzuki GB PLC has again been ranked as the best car brand in the latest Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) published this month. A national measure of sentiment across the country, the research asks 45,000 consumers to rate their experiences of dealing with 259 different companies across 13 sectors, including those in the motor industry.

With an improved overall Index score of 84.1 compared to 83 in the January 2019 index, this enabled Suzuki to climb 10 places year-on-year across all companies measured. Suzuki ranked in 1st place of 24 vehicle manufacturers and 11 places in front of the next listed Automotive brand.

The latest index includes a section measurement of brands between January 2018 and January 2020, the average Automotive CSI score was 78.9 points, placing Suzuki way ahead in the Industry. 

As part of the survey, customers were asked questions relating to various aspects of the way they were treated when dealing with brands including Experience, Customer Ethos, Emotional Connection and Ethics and Suzuki scored very strongly in all categories. Also worth noting is that of the 259 companies measured across 13 sectors, Suzuki ranked almost as high as John Lewis and Next and tied with Amazon.

Commenting on the results, Nobuo Suyama, Managing Director of Suzuki GB PLC, said: “We are very proud of our achievement to have again been recognised as the best car brand in the Index. Continuing to evolve the Suzuki customer experience has been a core focus during recent years, and the ongoing efforts have clearly 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 week in, week out, we could not have delivered such a fantastic result. I would like to congratulate everyone who has played a part in this success, and it marks an even greater achievement than before”

JD POWER - 2019 HIGHEST VOLUME CAR BRAND (UK)

J.D. Power has named Suzuki as the highest ranked volume brand for overall customer service satisfaction in their 2019 UK Customer Service Index StudySM with a score of 813 points out of a possible 1,000. This score was significantly above the volume brand average of 786 and notably just two points behind the winner of the Premium Brands section of the study.

The study measures UK customer satisfaction with their service experience at a franchised dealer facility for maintenance and repair work. It explores overall customer satisfaction with their service dealer by examining five measures (listed in order of importance): service quality (26%); service initiation (23%); service advisor (19%); vehicle pick-up (17%); and service facility (16%). Satisfaction is calculated on a 1,000-point scale and in this study, the top three volume brands were all Japanese.

Suzuki improved by 22 points over last year’s study which continues to reinforce the commitment of its UK dealer network to overall customer satisfaction. The CSI Study is a comprehensive analysis of vehicle service experience and is conducted by J.D. Power in 16 countries worldwide, providing detailed after-sales solutions for both manufacturers and dealerships. 

The 2019 UK Customer Service Index Study is based on 6,759 respondents who purchased their new vehicle between November 2015 and January 2018. The study was fielded between November 2018 through to January of this year and finds again that satisfaction with dealer service continues to lead in customer loyalty and advocacy.

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