Show Compare List
Previous Vehicle Next Vehicle

STRONG CUSTOMER SERVICE SCORES FOR SUZUKI IN LATEST J.D. POWER SURVEY

Posted on:

STRONG CUSTOMER SERVICE SCORES FOR SUZUKI IN LATEST J.D. POWER SURVEY

J.D. Power has named Suzuki as the second highest ranked volume brand for overall customer service satisfaction in their 2015 UK Customer Service Index Study. Suzuki and Toyota tie second with a score of 759 points out of a possible 1,000, significantly above the volume brand average of 737.

The inaugural study measures UK customer satisfaction with their service experience at a franchised dealer facility for maintenance and repair work. The study explores customer satisfaction with their service dealer by examining five measures (listed in order of importance): service quality (26%); service initiation (23%); service advisor (19%); vehicle pick-up (17%); and service facility (16%). Satisfaction is calculated on a 1,000-point scale.

The CSI Study is a comprehensive analysis of the vehicle service experience and is conducted by J.D. Power in 16 countries worldwide, providing detailed after-sales solutions for automakers and dealerships. The 2015 UK Customer Service Index Study is based on 9,091 respondents who purchased their new vehicle between April 2012 and March 2014. The study was fielded between March and May 2015.

Dr Axel Sprenger, senior director of European automotive operations at J.D Power, comments: “The common perception is that the luxury brands are able to deliver a more satisfying customer experience, but the study shows 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 will be able to build customer loyalty.”

The 2015 UK CSI Study finds that satisfaction with dealer service leads to customer loyalty and advocacy.

Key findings across all brands in the study include:

  • Satisfaction among the 93 percent of customers who are able to get an appointment on the day they desire averages 768, compared with 576 when an appointment is not available on their desired day.
  • While 25 percent of customers would prefer to schedule a service appointment over the Internet, only 15 percent actually do. The Internet as a method to schedule an appointment is expected to increase with the emergence of mobile apps, which make the process faster and easier.
  • The No. 1 reason for choosing a dealer for service is prior experience with the service department (35%), followed by location (34%) and prior experience with the sales department (32%). Fewer than 3 percent of customers indicate selecting their service facility due to advertising or promotions/coupons.
  • Though only 31 percent of dealers recommend additional service work to their customers, when they do, 62 percent of customers have the recommended work done. Satisfaction is substantially higher among the 78 percent of customers who are recommended service and have it done, compared with those who do not have the recommended work done (760 vs. 693, respectively).
  • Amenities offered at the dealership are key drivers of satisfaction with the service facility, as 24 percent of customers stay at the dealership while service is performed on their vehicle.
VAUXHALL REVEALS NEW INSIGNIA GSI AHEAD OF FRANKFURT DEBUT

VAUXHALL REVEALS NEW INSIGNIA GSI AHEAD OF FRANKFURT DE...

Posted on: 21st Jul 2017

With its debut set for the 2017 Frankfurt Motor Show, Vauxhall has released first pics of the all-new Insignia GSi, which will deliver high levels of performance through all-wheel drive, a new chassis and Brembo brakes, and will be powered by a refined 2.0-litre turbo petrol engine.

MOTOR TRADER AWARDS 2017 - SUZUKI NAMED AS CARMAKER OF THE YEAR

MOTOR TRADER AWARDS 2017 - SUZUKI NAMED AS CARMAKER OF ...

Posted on: 21st Jul 2017

Suzuki GB is very pleased to announce some great news from the recent Motor Trader Awards where it picked up the Carmaker of the Year Award for 2017. The awards were held in London with over 1,000 guests in attendance and the judging panel voted for Suzuki for its clear focus on selling a range of small cars and SUVs, a memorable marketing campaign...

CHARISMATIC BY DESIGN: THE ALL-NEW HYUNDAI i30 FASTBACK

CHARISMATIC BY DESIGN: THE ALL-NEW HYUNDAI i30 FASTBACK...

Posted on: 21st Jul 2017

After introducing the Hyundai i30 in March 2017 and the i30 Tourer this month, Hyundai Motor has unveiled the i30 Fastback - the latest addition to the i30 range, available by the beginning of next year. The new body type reflects Hyundai's design language while giving it a sophisticated twist with an elegant character.

KIA RIO NOW HAS A BEATING PULSE

KIA RIO NOW HAS A BEATING PULSE

Posted on: 21st Jul 2017

The new Kia Rio, launched just a few months ago, is now setting Pulses racing faster with the introduction of a special Limited Edition model. The Rio Pulse enters the line-up between the mid-grade 2 and high-grade 3 versions and costs £14,595 on the road. The price includes either Clear White or Midnight Black paint as standard, this is a...