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Suzuki celebrates JD Power customer satisfaction survey success

Dale Wyatt, Suzuki GB boss

Suzuki GB has celebrated its success in the annual JD Power customer service satisfaction survey by praising “brilliant, bespoke customer service” of its high-performing retail network.

As reported by AM late last week, JD Power ranked the Japanese car manufacturers UK retailers top among volume brands for overall customer service satisfaction in their 2019 UK Customer Service Index Study with a score of 813 points out of a possible 1,000.

This score was significantly above the volume brand average of 786.

Suzuki GB managing director, Dale Wyatt told AM that the brand was “really pleased with the latest JD Power results” adding: “This one’s really about our dealer network, though, and I would like to thank them all again for their very strong commitment in looking after our customers so well.

“Positive Aftersales experience and treating customers correctly throughout car ownership is certainly what brings people back to Suzuki time after time.

“Many of our dealers are long established in their community and deliver a brilliant, bespoke customer service that fulfils motoring needs.”

JD Power’s annual 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 JD 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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