Suzuki Shows Most Improvement Among Automotive Manufacturers in J.D. Power and Associates' 2003 Customer Service Index --CSI-- Study

BREA, Calif.--July 25, 2003--

Ranking follows "most-improved nameplate" showing in J.D. Powers and Associates' 2003 Initial Quality Study in May

The J.D. Power and Associates' 2003 Customer Service Index (CSI) shows American Suzuki Motor Corp. (ASMC) as the most improved automotive manufacturer in the industry with a five-percent improvement in customer satisfaction over 2002.

The full study surveys nearly 106,000 new-vehicle owners and lessees about experiences with the dealer service department during the first three years of vehicle ownership, which typically represents the majority of vehicle warranty periods. The CSI study examines six basic maintenance and repair service processes including service initiation, service advisement, in-dealership experience, service delivery, service quality and user-friendliness.

Suzuki's ranking as the most improved automotive nameplate comes on the heels of also being ranked the most improved nameplate in J.D. Power and Associates' 2003 Initial Quality Study (IQS). In that study -- surveying more than 52,000 buyers and lessees of 2003 model-year vehicles after 90 days of ownership about problems and other issues experienced with their new vehicles -- Suzuki registered a highest-in-the-industry 31-percent improvement in initial quality. The IQS study includes quality comparisons by manufacturer, assembly plant, model and platform.

For complete J.D. Power and Associates' Customer Service Index (CSI) and Initial Quality Study (IQS) test results, go to www.jdpower.com.

"The trend of dramatically improved Suzuki vehicle quality, customer satisfaction and in-dealership experiences continues," explained ASMC President Rick Suzuki. "Like the initial quality study earlier this year, we're delighted at these latest results since they show that our plan of strengthening quality and customer satisfaction is working. We know that bolstering our dealers leads to improved quality and customer satisfaction which are absolutely essential to continued sales growth."

The J.D. Power and Associates' study credited Suzuki's industry-highest increase in customer satisfaction to improvements in repair and service quality.

As part of its dealer-development efforts, Suzuki developed the Suzuki Square retail image program, a new, shopper-friendly environment aimed at drawing potential consumers into dealerships nationwide with a consistently distinctive visual style and themed interior displays showing how Suzuki vehicles suit various lifestyles. Suzuki Square is part of Suzuki's comprehensive plan to triple its 2002 U.S. vehicle sales by 2007 -- which also includes an expansion of Suzuki's product line including the introduction of nine new models in the next five years, aggressive new advertising and promotions, and an intensified focus on customer satisfaction and service.

"Our plan to triple sales by 2007 -- and the new product, marketing, dealer development and customer service initiatives needed to meet that goal -- have been designed to accelerate Suzuki's move further into the U.S. automotive mainstream," Suzuki said.

Emphasis on Customer Satisfaction

As customer expectations continue to increase, Suzuki is increasing its investment to improve customer satisfaction throughout the buying and ownership experience. The goal is to not only capture that first sale, but to generate repeat sales, referrals, and related parts and service business for the dealerships. A major component of this heightened emphasis on customer satisfaction is Suzuki's new Customer Relations and Communications Division. This newly formed Division manages a new Customer Call Center that gives Suzuki prospects and customers a single point of contact for all their needs -- whether it be sales, service, parts or any other reason.

Other customer satisfaction efforts include expanded training for all dealership personnel, sales and service certification programs, better communication through the Suzuki.com Web site and a program to ensure competitive dealership parts and service pricing. As further proof of Suzuki's commitment to its customers, the company has added the "Open Road Promise(SM)," a three-tiered program designed to strengthen Suzuki's customer satisfaction. The program includes a 7-year/100,000-mile powertrain limited warranty that's fully transferable, a 24-hour, 365-day Roadside Assistance Program and a Warranty Repair Courtesy Vehicle Program.

Expanded Product Line

The first new cars of the nine additional vehicles are the 2004 Verona and Forenza. The midsize sedan and premium compact sedan will move Suzuki further into the mainstream where potential sales are the greatest and allow Suzuki to compete with such category leaders as the Toyota Corolla and Camry, the Honda Civic and Accord, and the Nissan Sentra and Altima.

The 2004 Suzuki Verona is an Italian-designed midsize sedan combining the only transverse-mounted in-line six-cylinder engine in its class -- resulting in a smoother ride, wider stance and large passenger room -- with an MSRP starting at $16,499 to deliver a value advantage over the Camry and Accord.

The Suzuki Forenza is a premium compact car offering true European styling and an MSRP ranging from $12,000 to $15,000 -- again, considerably less than equally equipped competitors.

The Verona will arrive in U.S. showrooms by late August, and the Forenza will go on sale by the first quarter of 2004. Combined with the Aerio, the Verona and Forenza will give Suzuki a solid lineup of value-packed automobiles in the sport compact, premium compact and mid-sized sedan categories.