Suzuki GB PLC is achieved a high ranking in the latest bi-annual Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) published this week.
Suzuki is in first position in the Automotive sector and in 15th position overall across all measured sectors from 270 named organisations.
The index is a barometer of customer satisfaction measuring sentiment across the country and asks over 15,000 consumers to rate their experiences of dealing with companies across 13 sectors, including those in the motor industry. Over 59,000 customer experiences were rated in the latest UKCSI across all industries and 4,000 of those were from the Automotive sector. Each customer can complete the survey for up to five different sectors.
Suzuki topped the Automotive table for customer satisfaction and reputation in the latest UKCSI. The industry sector average score was 79.0 points measured across 26 brands and with a score of 82.9, Suzuki scored significantly above this. Well worthy of note is that Suzuki is also nine places ahead of the next Automotive brand from the all-sector list of companies measured.
As part of the Index, customers are asked questions relating to five dimensions of customer satisfaction including Experience, Customer Ethos, Emotional Connection and Ethics. With reference to the Automotive specific sector of UKCSI, Suzuki again ranked 1st for Customer Ethos and Experience.
The Net Promoter Score (NPS) which, in summary, is a calculation of the ratio of respondents that would likely recommend a brand to others is another key attribute for the brand. Suzuki scored well here at 27.1 versus a lower all-sector average of 18.7.
Takanori Suzuki, managing irector of Suzuki GB, said: “We are very proud of our achievement to once again be in first position in the Automotive sector of UKCSI.
Consistent evolution of the Suzuki customer experience remains a core focus for us and the ongoing efforts of our staff and dealer network has once 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 could 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”.