As ‘The Trusted Car brand for those who are proud to be different’ Suzuki regularly works with its 150 strong UK dealerships to help ensure it remains the Number 1 Automotive brand for Customer Trust. This is monitored in several ways throughout the year including regular ‘Mystery Shop’ video exercises for both Sales and Aftersales staff.
Working with long established provider ‘Performance in People’ who conduct video mystery shop visits across a variety of industries including 18 car manufacturers, a series of visits took place at Suzuki dealerships and Ciaran Ramirez of John Banks Suzuki Ipswich was the clear winner in the Automotive industry category for the professional way he handled his ‘mystery’ customer. Ciaran was awarded a glass trophy, a bottle of Champagne and a John Lewis gift voucher for his sterling efforts and conduct with customers.
The even better news for Ciaran and John Banks Suzuki was that he was rated in the top three customer experiences from a much wider range of industries including house builders, jewellers and electronic suppliers to name just a few.
Commenting on the award, Dale Wyatt – Director Automobile, Suzuki GB PLC, said: “Many congratulations to Ciaran on the award for the Mystery Shop initiative that we run, its very pleasing to know that our network is fully engaged with our quest to remain number one for trust by our customers. mystery shop video exercises form part of the numerous ways that our dealers are evaluated and really help ensure that Suzuki stays at the top for customer satisfaction”.
This success was also celebrated in March of this year with Suzuki awarded the ‘Trusted Quality Provider’ at the UK Customer Service Awards after the independent judging panel felt Suzuki demonstrated continuous and strong commitment to its customers in these areas.
This UKCSI award was open to any organisation that prides itself on the excellence of its customer service and can indicate it enjoys trusted status by its customers due to the quality of service it provides. Recognition of consistencies in this area included Suzuki being ranked the Number 1 Automotive brand in UKCSI six times since 2019 and, in the most recent index, 26 places higher than the next Automotive brand and out of 260 organisations measured.
