Suzuki pledges to improve satisfaction

  • New system for gathering feedback
  • Promise to resolve concerns faster
  • Satisfaction has slipped in JD Power
A new feedback system is designed to improve Suzuki's customer satisfaction rating
A new feedback system is designed to improve Suzuki's customer satisfaction rating
Suzuki has launched a new online customer satisfaction campaign to improve standards at its 150 dealers and provide a faster resolution of disputes.

The 'My CSI' system will invite customers to fill in an online satisfaction survey.

Suzuki hopes the survey will give it more information on how happy customers are, while the system will also provide dealers with a 'hot alert' if concerns are raised – allowing them to resolve issues at the earliest opportunity. Reminder e-mails will be sent to dealers to ensure the problems are solved.

Senior director for sales and marketing David Seward said: 'The hot alerts function is a core element in what we are doing and will play a critical role in improving the quality of our service delivery.'

Suzuki in JD Power
Suzuki has featured in the bottom half of the What Car? JD Power customer satisfaction survey over many years, and has slipped further towards the bottom of the pile more recently.

In the 2010 survey, the brand was 25th out of 27 manufacturers, a slide of six places over three years.

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