Suzuki has been named as the second highest ranked brand for overall customer service satisfaction in their 2015 UK Customer Service Index Study.
With a total score of 759 from a possible 1,000, Suzuki finished in a second place tie with Toyota and recorded a well above the average score of 737.
The study measures customer satisfaction during service and maintenance periods, examining the service quality, service initiation, the Service Advisor, vehicle pickup and service facility. The satisfaction of each area is then translated into a points system and measured on a 1,000-point scale.
The Customer Service Index Study is conducted by J.D. Power in 16 countries worldwide, providing brands with detailed feedback on their aftersales services.
Dr Axel Sprenger, Senior, Director of European Automotive Operations at J.D. Power, commented: “The common perception is that the luxury brands are able to deliver a more satisfying customer experience, but the study shows that this is not the case, any brand and any dealership can provide a consistently positive customer experience if they make it a priority and have the people and processes in place. When they do, they likely will see an increase in revenue and be able to build customer loyalty.”
Not only did Suzuki excel in the Customer Service Index Study, the Suzuki Alto was also named the Most Dependable City Car in the 2015 UK Vehicle Dependability Study.
The study takes into account issues and experiences by car owners during a 12 month period after 12-36 months of ownership. A total of 177 problems across eight categories are examined and measured by the number of times each issue arises per 100 vehicles (PP100). The lower the score, the more dependable the car and Suzuki ranks third overall with 86 PP100, a huge margin over the industry average of 114 PP100.
Suzuki Aftersales Diector, Denis Houston, said: “The results of the latest J.D. Power survey are very encouraging, and demonstrate Suzuki’s commitment to building reliable, dependable cars. It is great to hear that customers are satisfied with their purchases 12 months into owning their cars and we hope to continue this trend with the rest of our range.”
With Suzuki posting exceptionally high scores for the second consecutive year, they have reaffirmed themselves as one of the leading brands in the world of after sales and servicing.