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Suzuki is top-ranking automotive brand for customer satisfaction

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

Suzuki came in first position in the automotive sector and joint fifth position across all measured sectors from 265 named companies.

The index measures sentiment across the country and asks more than 10,000 consumers to rate their experiences of dealing with companies across 13 sectors, including those in the motor industry.

In all, 45,000 consumer responses were received in the latest UKCSI across all industries with 3,000 of those from the automotive sector.

Nobuo Suyama, managing director of Suzuki GB, said: “We are very proud of our achievement to once again be in first position in the automotive sector of UKCSI Index, 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.

“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 could not have delivered such a fantastic result.

“I would like to again congratulate everyone who has played a part to attain another excellent achievement.”

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

As part of the survey, customers were asked questions relating to aspects of the way they were treated when dealing with brands including trust, experience, customer ethos, emotional connection, and ethics.

With reference to the automotive specific sector of UKCSI, Suzuki ranked joint first for trust as well as the company that customers would most likely remain loyal to.

The Net Promoter Score (NPS) element of UKCSI ranked Suzuki highly with a score of 40.4 against an automotive sector average of 35.6 and a lower all-sector industry average of 27.9.

Suzuki GB car sales boss Dale Wyatt told the car retail sector to "be careful what you wish for" as he continued to voice his objections to the roll-out of agency model retail agreements.

In March, Suzuki extended its electrified model range through the launch of the first full hybrid version of its Vitara SUV.

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