More than 9,000 individual consumers were surveyed as part of the Institute of July’s UK Customer Service Satisfaction Index Summary (UKCSI), produced by the Institute of Customer Service.
To reach the top spot in customer satisfaction, Skoda achieved an index of 85.6, putting the brand 4.7 points ahead of the average figure usually achieved for the automotive industry at 80.9.
Of the organisations featured in the UKCSI’s findings, these results place Skoda in the top ten among other major consumer brands such as John Lewis, Marks & Spencer and first direct.
Head of customer quality and network development for Skoda UK, David Allen, said: ‘This month’s findings are a testament to the hard work of each of the brand’s 132 retailers.’
Chief executive of the Institute of Customer Service, Jo Causon, added: ‘In a fast-paced world, consumers have become increasingly discerning and more willing to act if they experience poor service. As a result, those dynamic organisations that are adapting to changing customer needs are continuing to out-perform their competitors.’