J.D. Power has named Suzuki as the highest ranked volume brand for overall customer service satisfaction in their 2019 UK Customer Service Index StudySM with a score of 813 points out of a possible 1,000. This score was significantly above the volume brand average of 786 and notably just two points behind the winner of the Premium Brands section of the study.
The study measures UK customer satisfaction with their service experience at a franchised dealer facility for maintenance and repair work. It explores overall customer satisfaction with their service dealer by examining five measures (listed in order of importance): service quality (26 per cent); service initiation (23 per cent); service advisor (19 per cent); vehicle pick-up (17 per cent); and service facility (16 per cent). Satisfaction is calculated on a 1,000-point scale and in this study, the top three volume brands were all Japanese.
Suzuki improved by 22 points over last year’s study which continues to reinforce the commitment of its UK dealer network to overall customer satisfaction. The CSI Study is a comprehensive analysis of vehicle service experience and is conducted by J.D. Power in 16 countries worldwide, providing detailed after-sales solutions for both manufacturers and dealerships.
The 2019 study is based on 6,759 respondents who purchased their new vehicle between November 2015 and January 2018. The study was fielded between November 2018 through to January of this year and finds again that satisfaction with dealer service continues to lead in customer loyalty and advocacy.