Hino fared very well in two recent surveys of truck companies in South Africa. These were the Scott Byers Network’s Comparative Customer Satisfaction Monitor (CCSM) and the Dealer Satisfaction Index (DSI) conducted under the auspices of the National Automobile Dealers’ Association (NADA).
The Scott Byers survey, which is conducted monthly with results released quarterly, measures customer satisfaction at fleet owners in terms of sales, service, and parts, while the DSI measures how the various franchise dealers rate the manner in which they are treated by their OEMs.
Hino fared particularly well in the Scott Byers CCSM survey for the second quarter of 2018, scoring higher than 97 – compared to an index of 100 – in all aspects of the survey – sales, service, parts, and combined score. Hino was top in service (97.57) and second in sales (98.68), parts (97.05) and the combined score (97.76).
NADA does not reveal the actual scores obtained by the various franchises in its annual survey, but rates the participants in terms of gold, silver, and bronze awards. Hino once again collected a gold award.
“We are very pleased at the consistency shown by our dealers in the highly competitive Scott Byers surveys and the fact that our dealers once again gave Hino South Africa a gold rating in the DSI,” commented Ernie Trautmann, the Vice President of Hino SA.
“These ongoing strong performances on the customer care front are a tribute to our wholehearted commitment to Hino Japan’s international Total Support strategy, which encourages the building of trust and meaningful relationships between Hino Japan, Hino South Africa, the dealers, suppliers and their customers,” explained Trautmann.
Ernie Trautmann, Vice President of Hino SA