Suzuki receives strong Customer Satisfaction scores
  • Suzuki receives strong Customer Satisfaction scores
  • 08 February 2021
    Facebook Icon
    Twitter Icon

    Suzuki receives strong Customer Satisfaction scores

    INSTITUTE OF CUSTOMER SERVICE – UK CUSTOMER SATISFACTION INDEX (UKCSI) Institute of Customer Service’s barometer of satisfaction for January 2021 sees Suzuki ranked 3rd overall in the Automotive sector of 26 brands measured. Suzuki in 23rd position overall of over 250 organisations.

Suzuki GB PLC has once again ranked high in the latest Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) published recently. 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 250 different companies across 13 sectors, including those in the motor industry. 45,000 responses were received in the latest UKCSI across all industries with 6,000 of those in the Transport sector.

The Automotive industry sector average UKCSI score was 78.4 points measured across 26 brands and with a score of 81.6, Suzuki was way ahead of the industry average and just 0.9 points behind the overall winner.

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 in particular.

Also worthy of note is the Net Promoter Score (NPS) which ranks Suzuki in first position with a score of 48.3 against an Automotive sector average of 27.8. NPS is, in a nutshell, 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 have again been recognised as a highly ranked car brand in the Index particularly with 2020 having been such a challenging year. Continuing to evolve the Suzuki customer experience remains a core focus for us and the ongoing efforts of our staff and dealers has clearly 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 achieve yet another strong score”.

  • Search for a Vehicle

    Search   0 Vehicles Available
  • Disclosure:

    TJ Vickers and Sons Limited t/a T J Vickers is authorised and regulated by the Financial Conduct Authority, FRN 688223. We are a credit broker not a lender, and can introduce you to a limited number of lenders. We typically receive a fixed commission calculated by reference to the vehicle age, model or amount you borrow, for introducing you to a lender, but this does not affect the interest charged on the finance agreement, which is set by the lender. Our lenders also provide preferential rates to us for the funding of our vehicle stock and financial support for training and marketing. T J Vickers and Sons Limited t/a T J Vickers receive commission as a proportion of premium paid from its Insurance provider if you decide to enter into an agreement with them. T J Vickers and Sons Limited t/a T J Vickers is an Appointed Representative of AutoProtect (MBI) Limited for Insurance Distribution activities. AutoProtect (MBI) Limited is authorised and Regulated by the Financial Conduct Authority, FRN 312143. Its permitted business is arranging general insurance and finance products. You can check this on the FCA Register by visiting

    Reg Office:
    TJ Vickers & Sons Ltd – Trench Road, Trench, Telford, TF2 6PL. Reg. Company Number: 1636071 VAT Reg. No. 160 5726 73