Suzuki GB PLC has once again proven its unwavering commitment to excellence in customer service, securing a prestigious win at the 2025 UK Customer Satisfaction Awards, held in London on March 4th. This year, Suzuki was honoured with the award for its outstanding Customer Feedback Strategy, adding another accolade to its growing list of achievements. The award marks a significant milestone in the brand’s customer service journey, following a previous win just two years ago when Suzuki was recognised as the Trusted Quality Provider.
Suzuki’s entry for the Best Customer Feedback Strategy was submitted on behalf of both its car and motorcycle divisions, showcasing the brand’s comprehensive approach to understanding and responding to customer needs. The competition was fierce, with Suzuki being shortlisted alongside organisations from a wide array of industries. The judges, a 34-strong panel of industry experts, evaluated how organisations collect, measure, and act on customer feedback. In Suzuki’s case, their success was attributed to their clear, structured strategy that has led to consistent improvements in customer satisfaction and overall performance.
Suzuki’s ability to make it easy for customers to share their feedback, along with its robust process for closing the feedback loop, was a key factor in securing the award. This strategy has ensured that Suzuki maintains the highest customer service standards and continues to be a leader in customer satisfaction across the automotive industry. Notably, Suzuki has ranked as the top automotive brand in the UK Customer Satisfaction Index (UKCSI) eight times since 2019, a remarkable achievement that underscores the effectiveness of its approach. In the most recent UKCSI, over 278 organisations from 13 different sectors were evaluated, with Suzuki consistently outperforming competitors in its sector.
Commenting on the accolade, Denis Houston, Director of Aftersales at Suzuki GB PLC, expressed immense pride in the company’s achievement: “We are immensely proud of our achievement in winning a second UK Customer Satisfaction Award that once again clearly reflects the ever-strong commitment to our customers.” Houston emphasised that the award was not just for the brand but for everyone involved in delivering exceptional service at Suzuki, adding: “Rather than being an award for our brand, this accolade is very much for the people of Suzuki, and we would like to express our sincere thanks once again to our employees, dealers, and suppliers for their consistent and strong commitment to our customers who have, of course, been instrumental in this.”
Jo Causon, CEO of The Institute of Customer Service, praised Suzuki for its dedication to customer feedback: “Congratulations to the teams at Suzuki GB for picking up the Customer Strategy Feedback award at the UK Customer Satisfaction Awards this year. Properly collecting, analysing, and understanding customer feedback is a cornerstone of successful service strategies, and this award seeks to recognise that. Well done to all the team, and I hope you continue to build on this success.”
This victory reinforces Suzuki’s commitment to placing its customers at the heart of its business. With a proven track record of delivering exceptional customer service, Suzuki continues to lead the automotive sector in ensuring that every customer’s voice is heard, valued, and acted upon.
As Suzuki looks to the future, this award serves as a testament to the power of customer feedback in shaping a brand that consistently delivers on its promises of quality, reliability, and service.
