Listening to the customer’s voice and looking at things from the customer’s perspective has allowed us to develop products and provide services that have won the trust and support of our customers. We constantly strive to fulfill their expectations.
Customer Relations Office
Suzuki's Customer Relations Office receives approximately 120,000 calls
of customer inquiries for one year (based on the data of FY2016).
The Customer Relations Office, as a "window allowing for direct contact with customers", always keeps in mind to put ourselves in our customers' place and to provide quick, correct, and generous actions for various customer inquiries, and constantly makes efforts to improve customer services that assure customer satisfaction.
Improving correspondence quality
Automobile structures are getting more and more complex, such as with environment and safety technologies including hybrid system, ENE-CHARGE and collision-mitigating braking system, and on-board information device linked with network. The Customer Relations Office responds to various kinds of inquiries including obvious questions from beginner drivers, consultations regarding recall repairs, and questions about new technologies, and always tries to give clear and concise explanations. In addition, we are enhancing the customer support system to assure quick and appropriate actions for customers. In the case where on-the-spot customer services are required for purchase, maintenance, etc. of our products, we use the nationwide Suzuki Network to provide appropriate supports.
In order to smoothly respond to many customer inquiries and requests, our customer relation service is easily accessible even on nonbusiness days, while organising the environment applicable to wide varieties of media such as cellular or hard line phones at our toll free phone numbers or our website via e-mails.
Improving products and service quality
We recognise that the voices of customers are
“very important information” to improve the quality
and services, and distribute those opinions and
suggestions to related departments in order to
develop better products and improve manufacturing,
quality, sales, and after-sales services. Such important
information are carefully handled and collected into
a data integration system for efficient information
management and posted on our intranet system, with
the personal data carefully protected. Also, we have
established a system enabling such information to be
promptly fed back to the relevant persons in charge
depending on the criticality of the information. While
not only collecting users' requests and opinions, but
also fully examining the collected information, we
often summarise potential customer needs and inform
the relevant departments.
For providing more reliable and convenient services, the Customer Relations Office will continuously make efforts for further improvement of operations.
Welfare vehicles (“With” Series)
Sales of our “With” series welfare vehicles began in 1996. These vehicles are designed to
provide seniors and the disabled with greater ease of entry and exit of the vehicle.
At present, four models each with two types, “Courtesy Type” and “Lifting Seat Type” are available. We are working to develop a lineup of welfare vehicles so that customer can select a vehicle suitable for specific needs and situations.
Wheelchair courtesy vehicle
Wheelchair courtesy vehicles make it easy for persons requiring special care to get into and out of the rear of the vehicle while seated in the wheelchair. The low floor vehicle allows the helper to easily support the passengers who require special care during getting on and off. This vehicle can accommodate either a manual or electric wheelchair. Spacia, Every Wagon, and Every has a wheelchair courtesy variant.
Lifting seat type vehicle
This type of vehicle enables the passenger seat for the person requiring nursing care to be moved up, rotated and moved down by remote control. Since the seat can be brought into a position that makes it easy for the person requiring nursing care to get in and out of, the stress on the assistant is reduced. The WagonR has a variant equipped with the lifting passenger seat.
Motorised wheelchairs and electro senior vehicles
Our line of motorised wheelchairs and electro senior vehicles are designed to meet the purpose and needs of seniors and the disabled.
* Motorised wheelchairs and electro senior vehicles (Suzuki Senior Car and Motor Chair) are regarded as pedestrian traffic. A driver’s license is not needed.
The electric wheelchair equipped with a user-controlling steering wheel began to be sold in 1985. This electric wheelchair is designed to enable senior citizens to easily go out. It is capable of moving at adjustable speeds ranging from 2km/h to 6km/h (1km/h to 6km/h in the case of the town cart).
The compact type of the senior car, “Town Cart”, is capable of moving at adjustable speeds ranging from 1km/h to 6km/h. With the turning radius of 1.1 metres, it can provide small turns.
This is a standard user-controlling type electric wheelchair, which began to be sold in 1974. Specially designed for the persons with impairment, this electric wheelchair is controlled by means of a joystick for direction and speed and is propelled by the two rear wheels, which enables 360-degree turning without moving back and forth. Since it can be used both indoors and outdoors, it expands the user's field of activities.
●Safe Driving Training Program "For Preventing Accidents"
In order for people to use our electric wheelchair in a safe manner, Suzuki
is making efforts to promote better understanding of operation method by
conducting face-to-face sales through full-time sales persons and showing
how to operate an actual wheelchair. Furthermore, we conduct the “Suzuki
Electric Wheelchair Safe Driving Program”, which is a training session for
the people who are currently using our electric wheelchair, working in
conjunction with local police departments, traffic safety committee, etc. We
try to improve the trainee’s awareness of traffic safety and prevention of
traffic accidents etc. through seminars and practical training.
Furthermore, to enhance safety driving of first-time users of electric wheelchairs, Suzuki is promoting awareness of safety driving by handing out brochure and DVD for the safe usage of those products.
Number of brochure and DVD handed out
Detail of brochure and DVD can be seen at the
homepage of Electric Wheelchair Safety Promotion
Association (in Japanese language only)
●Activities of Electric Wheelchair Safety Promotion Association
The Electric Wheelchair Safety Promotion Association was established by manufacturers and dealers to promote safe and proper use of electric wheelchairs for users. Program workshops contribute to smoother and safer traffic flow and help putting the electric wheelchairs to practical use. As a member of the association, Suzuki is promoting activities for using electric wheelchairs with ease.
●Electric Wheelchair Safety Instruction Commendation System
Sponsored by the Traffic Bureau of the National Police Agency, the Electric Wheelchair Safety Instruction Commendation System promotes traffic safety public education and recognises and commends concerned parties that take an active role in the prevention of wheelchair related traffic accidents. Suzuki takes an active part in this commendation system as an organiser of the Electric Wheelchair Safety Promotion Association.
Efforts for safety
Suzuki reinforces “efforts for safety technologies” and actively improves the safety so that every single person including pedestrian and bicycle, motorcycle, and automobile drivers can live in a safe mobility society with each other.
A range of products equipped with collision-mitigation system
“We want to reduce as many unpredictable accidents as possible.” Because small cars are widely used by many people, we are making efforts in technology development and marketing of cars equipped with advanced safety technology in affordable range, hoping to deliver as many of those cars to our customers.
|Dual Sensor Brake
|Dual Camera Brake
|Brake||Automatic Brake Function||●||●||●||●|
|Brake Assist Function||●||●||●|
|Warning Brake Function||●||●|
|Advanced Safety Technology||False Start Prevention Function||●||●||●|
|Lane Departure Warning Function||●||●|
|Weaving Warning Function||●||●|
|High Beam Assist Function||●|
|Preceding Car Departure Announcing Function||●||●|
|Emergency Stop Signal||●||●||●||●|
*As of November 2017. For specific model and variant equipped with these technologies, please refer to each model's catalogue.
Dual Sensor Brake Support (cameras avoid danger by utilising the
strength of monocular camera and laser radar)
Two sensors installed on the front windshield detect pedestrians and cars in front. By combining laser radar which excels in detecting close distance and at night time, to monocular camera which can also recognise pedestrians, compact system has been realised. With six support functions including automatic brake and false start prevention, it prevents unpredictable danger.
Monocular Camera + Laser Radar
Monocular camera and laser radar are installed in the wiper operating range, so the system works even in the rain.
* However, in extremely bad weather (such as heavy rain, snow, fog and the like), it may not work.
False Start Prevention Function
While the shift is in “forward” position and a vehicle is parked or operated slowly at approximately 10km/h or less, it recognises an obstacle within 4m in front of the vehicle. When the driver strongly steps on the accelerator, output from the engine is automatically regulated to control sudden start and acceleration. At the same time, the indicator in the meter flashes and a buzzer goes off simultaneously to notify the driver of a hazard. This contributes to avoidance of collision at parking lots due to faulty operations.
*This function does not activate the brake and stop the vehicle.
Lane Departure Warning Function
When the vehicle is running at the speeds ranging from about 60km/h to 100km/h, this function foresees the road pattern ahead by detecting the lane lines and markings. If this system determines that the vehicle will run off the road lane due to inattention, acoustic and visual warnings are issued to the driver with a buzzer and an indicator lamp located in the meter console to call his or her attention.
Weaving Warning Function
When the vehicle is running at the speeds ranging from about 60km/h to 100km/h, this function recognises the lane lines/markings and measures the vehicle’s running pattern based on the last-minute travel measurement data. If this system senses that the driver is weaving due to sleepiness or inattention, acoustic and visual warnings are issued to the driver with a buzzer and an indicator lamp located in the meter console to call the driver’s attention.
High Beam Assist Function
By assisting switching of high beam and low beam, the system is aimed to increase use of high beam and contribute to early detection of pedestrians, etc. at night time.
Preceding Car Departure Announcing Function
When the vehicle is in a stop state with the foot brake applied and the shift is in ”forward” or “N”, this function starts the measurement of distance between the preceding vehicle and the user’s vehicle as soon as the preceding vehicle starts moving. If the vehicle does not start moving even after the distance from the preceding vehicle becomes about 5m or more, acoustic and visual warnings are issued to the driver with a buzzer and an indicator lamp located in the meter console to notify the user that the preceding car has left.
Emergency Stop Signal
When sudden braking is detected while driving at approximately 55km/h or more, the hazard lamp automatically flashes rapidly. This signal notifies a following vehicle of sudden braking to call the driver’s attention.
ESP®［Electronic Stability Program］
ESP® is a system designed to comprehensively control the following three control functions: the stability control for lowering the risk of skidding when cornering, the traction control for preventing a loss of traction on driven wheels during start and acceleration, and ABS for preventing wheel lockup during sudden braking. With various kinds of sensors installed for monitoring the vehicle running performance, this system enables timely control of the engine and brake with the use of computers, offering a great contribution to stable driving of vehicles.
* Levels of engine output reduction, wheels to which the brake is applied, and braking strength vary depending on driving circumstances. ESP® is a system to support stable driving. When tires cause a slip or sideslip because the limit of the force that they grip the road surface is exceeded, effects of ESP® are not expected even ESP® is activated.
Topics Suzuki achieves top rating of ASV++ rating in JNCAP preventive safety performance assessment
Suzuki is launching models that achieved top rating of ASV++*1 in FY2016 JNCAP*2 preventive
safety performance assessment.
Ignis and Solio compact cars and Spacia and Hustler minicars equipped with Dual Camera Brake Support (DCBS), a stereo camera type collision-mitigating system, as well as Swift compact car and WagonR minicar equipped with Dual Sensor Brake Support (DSBS), a monocular camera and infrared laser radar device, have achieved this top rating as vehicles equipped with excellent preventive safety technologies.
The preventive safety performance assessment is an institution in which the Japan’s Ministry of Land, Infrastructure, Transport and Tourism and the National Agency for Automotive Safety & Victims’ Aid (NASVA) assess and disclose a result of a vehicle’s advanced safety technologies. The assessment for FY2016 involves testing of the following four systems: the frontal Autonomous Emergency Braking System (AEBS) for vehicles, the Lane Departure Warning System (LDWS), the system that provides the driver with information captured by rear-facing cameras, and the frontal AEBS for pedestrians. Assessment points are given based on these tests, with the highest possible score of 71 points. If a vehicle achieves at least twelve points, Advanced Safety Vehicle + (ASV+) rating is approved, and ASV++ is approved if it achieves at least 46 points.
In FY2016 about 60% of passenger cars (minivehicles and standard and small vehicles) sold by Suzuki were fitted with a collision-mitigating brake including one of the above brake supports. Suzuki will continue to enhance our safety technologies going forward as we work on improving the safety of our vehicles.
Suzuki models certified with ASV++
|Ignis, Solio/Solio Bandit, Spacia/
Spacia Custom, Hustler
(monocular camera + laser radar)
- *1 Japan New Car Assessment Program
- *2 Advanced Safety Vehicle ++
- *3 As of November 2017. For models equipped with DCBS or DSBS and surrounding view monitor
Efforts for motorcycles
Activities on safety and crime-prevention in cooperation with motorcycle industry
As a member of Japan Motorcycle Promotion & Safety Association, Suzuki sends some instructors to various motorcycle
safe riding schools and holds safe driving seminars such as "Good Rider Meeting", in cooperation with Motorcycle Safe
Riding Promotion Committee. Also, we are promoting the “Good Rider Anti-theft Registration” activity for registration of
motorcycles to prevent theft.
We cooperate for training of trainers and promotion of "Motorcycle Safe Riding Trainer Training Session" and "Centralised Training Workshop for Special Trainers" organised by Japan Traffic Safety Association (JTSA) by sending instructors. In addition, we are also involved in the annual "National Motorcycle Safe Riding Competition" organised by JTSA by sending judges and motorcycles for the competition in order to widely enlighten safety for motorcycles.
On August 19 determined as "the Day of Motorcycle" according to the way of reading "819 (bike)" in Japanese, we hold events for appealing enjoyment of riding motorcycles and traffic safety in cooperation with motorcycle industry such as Japan Automobile Manufacturers Association, Inc. (JAMA).
Suzuki Safety School
Since FY2008, we hold Suzuki Safety School periodically at the motorcycle school area in Ryuyo Proving Ground to teach
users of Suzuki motorcycles how to enjoy riding safely.
We accept a broad range of participants including beginners, return riders (who didn't ride their motorcycles for a long time), and experienced riders (who want to learn new traffic rules).
We hold this school as a practical event enabling people to learn, with fun, not only such basic techniques as “how to run, turn and stop”, but also "hazard anticipation" and "driving on highways". We held this school seven times in FY2016.
Cooperation with “Hamamatsu, the hometown of the Motorcycle”
“Hamamatsu, the hometown of the Motorcycle” is an event to spread information, attractions, and the culture of Hamamatsu, where the domestic motorcycle industry was born, nationwide. This event started in 2003 and the year 2016 was its 14th anniversary. Suzuki is contributing to foster personnel resources to those who have dreams on motorcycle and take the lead in manufacturing in new generation, and to create the town where motorcycle lovers get together through touring project and industrial tourism by cooperating this event.
In-House Safe Driving Seminars
As a manufacturer and distributor of motorcycles, we regularly hold
motorcycle driving safety seminars for our new employees, motorcycle
commuters, related companies, employees of distributors, etc. We held
this seminar twice in 2016.
We will continue to conduct such seminars to train them to improve their safe riding awareness, basic motorcycle operation, and riding manner, as well as to follow the traffic rules, as employees working for motorcycle companies, who must be the role models for other riders.
Sunday SRF in Ryuyo Off-Road Seminar
To promote off-road motor sports, a technical riding school for a broad
range of riders, from beginners to experienced riders, who purchased
Suzuki’s competition model DR-Z50 and RM series motorcycles, is held
at the Ryuyo Off-Road Course every year. A rider with International A
License is invited as an instructor to provide one-on-one coaching
session. We had the school eight times in 2016 and 297 participants in
Many Suzuki customers have taken part in this event and learned basic off-road riding techniques. This event will be held on a regular basis.
* SRF (Suzuki Riding Forum) is a club organisation aiming to upgrade the off-road riding technique of users of Suzuki competition model motorcycles for safe and proper use of them, as well as to familiarise the off-road motor sports in Japan through not only lessons in machine maintenance and riding technique, but also mental training.