Kia tops UK Customer Satisfaction Index

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Kia has achieved first place among automotive companies in the latest UK Customer Satisfaction Index.

The UKCSI is published twice a year by The Institute of Customer Service to provide an independent benchmark of the state of customer satisfaction in the UK by industry sector.

In addition to beating 26 other automotive brands, Kia also outshone global brands including Apple, eBay and retail giant Next.

Kia scored 81.4 points out of a potential 100, higher than the automotive sector average of 78 points and ahead of the overall average for the UK industry of 75.8 points.

In addition, Kia achieved the highest Net Promoter Score (NPS) for automotive brands, with a rating of 43.9 points, compared to a sector average of 28.4 points and a UK all-sector average of 18 points.

NPS is a key measurement of a brand’s customer loyalty and satisfaction, indicating for example how likely a customer is to recommend a brand to friends and family.

The research also showed that Kia customers experience fewer problems than any other volume car brand, with only 7.2% compared to an automotive sector average of 12.4%.

Kia has a long history of customer service excellence. Feefo (one of the world’s largest verified reviews platforms) rates Kia 4.8 and 4.7 out of 5 for product and service respectively. Its score on Reputation (measuring overall review sentiment across review sites) is 765, compared to 648 for the industry.

Other brands included in the Institute of Customer Service report were: Audi, BMW, Citroen, Dacia, Fiat, Ford, Honda, Hyundai, Jaguar, Land Rover, Lexus, Mazda, Mercedes-Benz, Mini, Nissan, Peugeot, Renault, Seat, Škoda, Suzuki, Tesla, Toyota, Vauxhall, Volkswagen, and Volvo.

Kia has a habit of winning, whatever the criteria. Last year Autocar magazine voted Kia Best Manufacturer. If you want a taste of customer excellence, our lease deals start here.

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