Suzuki GB PLC has once again ranked high 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 joint fifth position across all measured sectors from 265 named companies. 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 companies across 13 sectors, including those in the motor industry. 45,000 consumer responses were received in the latest UKCSI across all industries with 3,000 of those from the Automotive sector.
UK Power Networks, Timpson, John Lewis, Tesco Mobile, M&S and Suzuki topped the table for customer satisfaction in the latest UKCSI. The Automotive industry sector average score was 81.0 points measured across 27 brands and with a score of 85.9, Suzuki was way above this.
Worthy of note is that Suzuki was also 17 places ahead of the next Automotive brand 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 reference to the Automotive specific sector of UKCSI, Suzuki ranked joint 1st for Trust as well as the company that customers would most likely remain loyal to.
The Net Promoter Score (NPS) element of UKCSI once again highly ranks Suzuki with a score of 40.4 against an Automotive sector average of 35.6 and a lower all-sector industry average of 27.9. NPS, in summary, is a calculation of the ratio of respondents that would likely recommend a brand to others.
Commenting on the results, Nobuo Suyama, Managing Director of Suzuki GB PLC, 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.”
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 another excellent achievement”.