INSTITUTE OF CUSTOMER SERVICE – UK CUSTOMER SATISFACTION INDEX (UKCSI)
Suzuki GB PLC has once again ranked high in the latest Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) published this week and in joint third position from over 260 organisations measured. The index is a barometer of customer satisfaction measuring sentiment across the country and asks over 10,000 consumers to rate their experiences of dealing with over 260 different companies across 13 sectors, including those in the motor industry. 45,000 responses were received in the latest UKCSI across all industries with 3,000 of those from the Automotive sector.
First direct, John Lewis, Amazon.co.uk and Suzuki topped the table for customer satisfaction in the latest UKCSI. The Automotive industry sector average UKCSI score was 79.1 points measured across 26 brands and with a score of 84.0, Suzuki ranked first and was 25 places ahead of its closest Automotive competitor from the full list of companies measured.
As part of the survey, customers were asked questions relating to various aspects of the way they were treated when dealing with brands including Trust, Experience, Customer Ethos, Emotional Connection and Ethics with Suzuki scoring well across these dimensions and for Ethics and Customer Ethos in particular.
Also worthy of note is the Net Promoter Score (NPS) which once again ranks Suzuki in first position with a score of 54.1 against an Automotive sector average of 29.8 and an average of 23.5 across all organisations measured. NPS, in summary, is a calculation of the ratio of respondents that would likely recommend a brand to others.
Jo Causon, CEO of The Institute of Customer Service comments:
“In this challenging period for the automotive industry is it clear that some businesses have managed to maintain services and respond to changes in their customers’ circumstances and needs well. Suzuki’s continued strong showing in the UKCSI is encouraging and the organisations that best support their customers through these times – by reassuring, engaging and providing appropriate advice – will be best placed to thrive as we come out of this crisis.”
Commenting on the results, Nobuo Suyama, Managing Director of Suzuki GB PLC, said: “We are very proud of our achievement to be in first position in the Automotive sector of UKCSI Index, particularly in the continued challenging times we all face. Continuing to evolve the Suzuki customer experience remains a core focus for us and the ongoing efforts of our staff and dealers has 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 congratulate everyone who has played a part to attain this excellent achievement”.Text here ...