Customer Relations Office
Suzuki's Customer Relations Office receives approximately 86,000 calls of customer inquiries for one year (based on the data of FY2017).
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, lightweight high-rigidity platform HEARTECT, collision-mitigating braking system and lane departure prevention 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.
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, there are two types, “Courtesy Type” and “Lifting Seat Type”, and four models 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 wheelchair or motor chair. 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 mainly designed to enable senior citizens to easily go out. It is capable of moving at adjustable speeds ranging from 1km/h to 6km/h.
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 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 (NPA), 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.
NPA Electric wheelchair Safety Instruction Commendation Reslut
|FY2017||Excellent||Gifu Suzuki Motor Sales Inc.|
|Great||Suzuki Motor Sales Kagoshima Inc.|
|Suzuki Motor Sales Kumamoto Inc.|
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.
Suzuki Safety Support
Suzuki Safety Support was born from our wish to have everyone enjoy their cars safely.
In order to prevent accident and secure customer's safety in case of an accident, we will make our utmost effort to minimise even near-miss accidents through various driving-support technologies.
●Products installed with Suzuki Safety Support
|Collission-mitigation braking||Dual Sensor Brake Support||Dual Camera Brake Support||Radar Brake Support||Radar Brake Support II||–|
|Back-up Brake Support||Spacia/XBEE||Solio|
|False Start Prevention Function||●||●||●||●|
|Rear False Start Prevention Function||Spacia/XBEE||Solio||●|
|Lane Departure Warning||●||●|
|Road Sign Recognition Function||Spacia
|Preceding Car Departure Announcing Function||●||●||Hustler|
|High Beam Assist||Solio|
|Camera for all-direction monitor||Spacia/WagonR
|Adaptive Cruise Control||Swift||Solio||Baleno|
*As of July 2018. For specific model and variant equipped with these technologies, please refer to each model's catalogue.
●Main features of Suzuki safety support (preventive safety) (Image below shows new Spacia)
Automatic braking before collision
Collision-mitigating brake that reacts to both people and objects
〔Dual Sensor Brake Support〕
The “dual sensor” installed on the front windshield detects cars and people in front of the car by combining a laser radar that excels in close-distance detection and at night time, and a monocular camera that excels in detecting middle- and long-range distances, and which can also recognise pedestrians. Unpredictable danger is detected and collisions are avoided by incorporating an automatic braking system.
Ensure “security feeling that collision is avoided” for the rear of the vehicle as well
The automatic brake also operates when reversing
〔Back-up Brake Support〕
Four ultrasonic sensors are built in the rear bumper to detect obstacles at the rear of the car. Even clear glass can be detected, and they assist the driver to avoid collisions in parking lots of convenience stores, etc.
*Spacia is the first minivehicle that has adopted this system (research by Suzuki in December 2017).
The surrounding view monitor eliminates walls from the view
Blind spots are displayed〔Camera for surrounding view monitor*〕
With respect to the model equipped with the camera package for the surrounding view monitor, which is a factory-installed option, four cameras are installed at the front, back, left, and right of the car. When the car navigation system that is separately available (accessory to be installed by a sales company) is installed, the surrounding view monitor shows an image as if the car is viewed from right above. The right/left check support function is also provided at the front and back. This notifies the driver that a pedestrian or other object is approaching the car at a place with poor visibility, and helps the driver to confirm surrounding situations that are difficult to detect from the driver’s seat.
*Model equipped with camera package for surrounding view monitor.
Security feeling ensured by eliminating the need to look around
Transferring important information into the driver’s field of view
〔Windshield-type head-up display〕
The head-up display projects the information necessary for driving onto the windshield using different colours. The vehicle speed, shift position, warning from the Dual Sensor Brake Support, etc. are displayed in front of the driver’s line of sight so that they can focus on it easily. The driver can check the information without looking at the meter panel. This reduces movements of the driver’s line of sight and the need to readjust their focus, contributing to safe driving.
Topics Five Stars for Suzuki Swift from JNCAP in Japan
Suzuki’s Swift equipped with Dual Sensor Brake Support (DSBS) has earned maximum rank of Five Stars in Collision Safety Performance Assessment from the FY2017 Japan New Car Assessment Program (JNCAP) in Japan.
JNCAP 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 safety performance.The Collision Safety Performance Assessment assesses a vehicle’s overall collision safety performance in five ranks based on assessment scores in three categories: Occupant Protection Performance Assessment; Pedestrian Protection Performance Assessment; and Seatbelt Reminder Assessment.
The Swift has enhanced safety performance upon collision by adopting light and rigid new-generation platform HEARTECT and Total Effective Control Technology (TECT) body structure. Plus, with the adoption of Suzuki Safety Support preventive safety technology including DSBS, it takes safety measures in both active and passive safety.
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 six times in FY2017 and 152 persons participated.
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 2017 was its 15th 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 four times in 2017 and 143 persons participated.
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 seven times in 2017 and 257 participants in total.
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.