Suzuki revealed as the ‘most improved organisation’ in annual UK Customer Satisfaction Index (UKCSI) for July 2016

• Suzuki revealed as the ‘most improved organisation’ in annual UK Customer Satisfaction Index (UKCSI) for July 2016, out of 227 brands, including 24 carmakers
• Suzuki adds 9.1 points to July 2015 score and climbs to 27th place overall
• The bi-annual study is a nationwide measure of satisfaction and covers 13 different sectors

Suzuki GB PLC is delighted to announce that it has been recognised as the ‘most improved organisation’ in The Institute of Customer Service’s annual UK Customer Satisfaction Index (UKCSI) for July 2016. 

A national measure of sentiment across the country, the research asks over 10,000 consumers to rate their experiences of dealing with more than 200 different companies across 13 sectors, including brands in the motoring industry.  

Compared to the same study in July 2015, Suzuki has since added 9.1 points to give a score of 82.4, which saw the carmaker climb to 27th place overall. 

The year-on-year increase in the number of points was greater than any other of the 226 companies classified, and the biggest improvement out of all of the 24 car manufacturers that took part in the study. During the same period, the automotive sector equally saw a 0.6 point-rise in customer satisfaction. 

The significant jump in the latest ranking has been assisted by the launch of the nationwide Suzuki Service Promise initiative last summer. It is designed to ensure that vehicle owners receive a consistently high standard of care across its entire network of Service dealers when they take the car for routine servicing or repair.

Denis Houston, Aftersales Director at Suzuki GB PLC, said: “We are delighted with the results shown in the Customer Satisfaction Index and this clearly reflects our ongoing investment and the great lengths that Suzuki goes to in order to ensure that every motorist receives the very highest level of service. 

We are extremely pleased that the effort of our dealer network has paid off, and we will continue to strive for even better scores in 2017.” 

ŠKODA is top auto brand in latest Institute of Customer Satisfaction report

• ŠKODA is top auto brand in latest Institute of Customer Satisfaction report
• High customer satisfaction maintained along with 14 per cent increase in sales
• Over 10,000 customers quizzed in nationwide survey

ŠKODA UK is celebrating this week after the brand topped the automotive table in the latest UK Customer Satisfaction Index Summary (UKCSI) produced by the Institute of Customer Service. ŠKODA was in the top 10 per cent of all organisations across all industry sectors.

ŠKODA achieved an index of 82.7 to scoop the top spot in the automotive sector, putting the brand 4.1 points ahead of the average for the automotive industry (78.6). 

Overall this places ŠKODA 18^th of all the 197 organisations which featured in the UKCSI’s findings, among other major consumer brands such as John Lewis, Marks & Spencer and Amazon.

David Allen, Head of Customer Quality and Network Development for ŠKODA UK, commented: “Customer service is at the heart of what we do. We appreciate feedback from organisations such as the Institute of Customer Service to validate the steps that we take to ensure that each and every ŠKODA customer has a positive experience.

“This month’s findings are a testament to the hard work of each of the brand’s 134 retailers. I’d like to extend my thanks to them in helping us to bring our second-to-none service and award-winning range to customers across the UK.”

The UKCSI is the national measure of customer service, rating 180 leading organisations across 13 sectors. Launched in January 2008, it includes responses from over 10,000 individual consumers.

The Institute of Customer Service is an independent professional membership body for customer service. The Institute’s purpose stands to improve customer experience and drive business performance by delivering tangible benefits to its organisational and individual members. The Institute boasts a membership body of over 400 organisations from across the private, public and third sectors; and over 5,000 individual members.

Jo Causon, Chief Executive of the Institute of Customer Service, commented: “Many organisations are struggling to keep pace with a business environment that has undergone rapid change in recent months... [but] some brands are improving customer satisfaction by operating in an agile and innovative way...”