Suzuki has been ranked the top automotive brand in the latest bi-annual Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI).
The Japanese brand has now ranked first in automotive UKCSI (published twice a year) seven times since January 2019.
Suzuki was ranked in 22nd position overall across all measured sectors from 259 organisations.
Hyundai, Kia and Audi also featured in the top 50 overall brands as part of the latest index results.
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.
There were 52,000 responses from all industries and 3,500 of those were from the automotive sector.
Suzuki scored 82.3 compared with the average score of 79.4 points across all 26 automotive brands.
As part of the Index, customers are asked questions relating to five dimensions of customer satisfaction including experience, customer ethos, emotional connection (including trust) and ethics.
The Net Promoter Score (NPS) which, in summary, is a calculation of the ratio of respondents that would likely recommend a brand to others is another key attribute for the brand.
Suzuki scored 36.0 against an automotive sector average of 30.1 and a lower all-sector average of 21.6.
Takanori Suzuki, managing director of Suzuki GB, said: “We are very proud of our achievement to once again be in first position in the automotive sector of UKCSI which further reinforces Suzuki as the number one automotive brand for trust.
“Consistent evolution of the Suzuki customer experience remains a core focus for us and the ongoing efforts of our staff and dealer network has once 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 yet another excellent achievement in customer satisfaction.”
Top automotive brands from the UK Customer Satisfaction Index top 50:
| Brand | Jul-23 score | Jul-22 score | Jul-22 rank |
|---|---|---|---|
| Suzuki | 82.3 | 85.9 | 5 |
| Hyundai | 82 | 81.3 | 82 |
| Kia | 81.5 | 82.8 | 39 |
| Audi | 80.7 | 82.4 | 49 |