Suzuki - Top Automotive Brand for UKCSI for the eighth time

18-04-2024

INSTITUTE OF CUSTOMER SERVICE - UK CUSTOMER SATISFACTION INDEX (UKCSI)

Institute of Customer Service's barometer of satisfaction for January 2024 lists Suzuki once again as the top Automotive brand overall of 26 car manufacturers measured.
Suzuki has now ranked 1st in Automotive UKCSI (published twice a year) eight times since January 2019.

Suzuki GB PLC is proud to have once again ranked highly in the latest bi-annual Institute of Customer Service's UK Customer Satisfaction Index (UKCSI), published this week. Suzuki has secured the top position in the Automotive sector and is 15th overall among 270 organizations across various sectors.

The UKCSI serves as a national barometer of customer satisfaction, surveying over 15,000 consumers about their experiences with companies in 13 sectors, including the automotive industry. In the latest UKCSI, more than 59,000 customer experiences were rated across all industries, with 4,000 of those pertaining to the Automotive sector. Each customer can complete the survey for up to five different sectors.

Suzuki led the Automotive sector in customer satisfaction and reputation in the latest UKCSI. With an industry average score of 79.0 points across 26 brands, Suzuki significantly surpassed this with a score of 82.9. Notably, Suzuki is nine places ahead of the next automotive brand in the overall sector rankings.

The index evaluates customer satisfaction across five dimensions: Experience, Customer Ethos, Emotional Connection, and Ethics. In the Automotive sector, Suzuki ranked first for both Customer Ethos and Experience.

Another key metric for Suzuki is the Net Promoter Score (NPS), which measures the likelihood of customers recommending the brand to others. Suzuki achieved an NPS of 27.1, compared to the all-sector average of 18.7.

Takanori Suzuki, Managing Director of Suzuki GB PLC, commented on the results: "We are very proud to be in first position in the Automotive sector of UKCSI once again. Consistent evolution of the Suzuki customer experience remains a core focus for us, and the ongoing efforts of our staff and dealer network have truly paid off."

He added: "Without the support of our nationwide dealer network and the dedication of those who work tirelessly to deliver exceptional standards for our customers, we could not have achieved such a fantastic result. I congratulate everyone involved in attaining yet another excellent achievement in Customer Satisfaction."

Jo Causon, CEO of The Institute of Customer Service, said: "Congratulations to Suzuki on being the top Automotive brand for customer satisfaction. Consistency is key to delivering for customers, and Suzuki’s performance in the UK Customer Satisfaction Index over recent years demonstrates its focus on the customer experience is paying off."

To further enhance customer service and retention, Suzuki offers a Service Activated Warranty at no extra cost once a car or motorcycle reaches the end of its manufacturer warranty period and is booked for its next scheduled service within the Suzuki Dealer network.

This warranty remains valid until the next qualifying service and can be renewed up to a maximum vehicle age of 7 years or 100,000 miles for cars, or 70,000 miles for motorcycles, whichever comes first. Major components are covered, and if a customer sells their car or motorcycle between services within the seven-year qualifying period, the warranty can be transferred to the new owner free of charge.