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#1 Car Brand (UKCSI)

 

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 254 different companies across 13 sectors, including those in the motor industry. 

With an improved overall Index score of 85.9, compared to 83 in the January index, this enabled Suzuki to climb a further 12 places across all companies measured. Suzuki ranked in 1st place of 24 vehicle manufacturers and are 11 places in front of the next listed Automotive brand.

In the latest Index, the Automotive industry average CSI score was 78.5 points placing Suzuki way ahead of its direct and indirect competitors. It is the brands best-ever result since the UK Customer Satisfaction Index made its debut in 2008.

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 of these categories.

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”

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.