The company retained its number one position in the Scott Byers Competitive Customer Satisfaction Monitor for the sixth successive quarter, placing top in the Parts and Service categories and third in Sales in the survey for the second quarter of 2016.
All its scores – including combined – were over 95%. Hino reports that it was the only truck company to have all its scores over 95%. It scored 96,54% overall, 96,44% for Parts, 96,77% for Service and 96,41% for Sales. Industry averages were 90,5% (overall), 89,23% (Parts), 90,79% (Service) and 91,49% (Sales). Ten truck brands were evaluated.
The other accolade Hino earned recently was a Gold Award in the annual National Automobile Dealer Association (NADA) dealer satisfaction survey, which has been conducted on truck dealers in South Africa since 2008 by Lightstone Consumer.
Truck makers or importers have to receive a rating of 75% or higher from their dealers to qualify for the Gold Award and this year only four brands qualified for this top rating.
The 2016 Dealer Satisfaction Index for commercial vehicles rated 10 brands, with Hino achieving 83,6%, which was a 1,8% improvement on 2015’s figure. The industry average was 74,2%, the highest yet. This year marked the second time Hino achieved Gold Award status.
The NADA dealer satisfaction survey is very comprehensive and involves dealers answering 53 questions in 12 focus areas: dealer satisfaction; communication and relationships; customer focus; CSI programme; vehicle range; training; vehicle distribution; parts; goodwill; policy claims and warranty terms; franchise compliance audits; dealer support and labour rates.
Hino SA VP Ernie Trautmann says, “We are delighted with the positive progress made in customer satisfaction ratings by Hino in recent years and are very pleased and proud to have fared so well in both the Scott Byers Competitive Satisfaction Monitor and the NADA DSI survey.
“This is further evidence of the benefits that our customers – be they buyers and operators of our trucks or our dealers – enjoy since local implementation of Hino’s global Total Support programme, which is rooted in building and maintaining strong relationships with absolute mutual trust, between Hino Japan, Hino SA and the dealer network to ensure they all become partners with their customers. Effective and ongoing communication with dealers and customers is a major key to the success of this programme.”
Hino SA VP Ernie Trautmann (centre) received the NADA Dealer Satisfaction Index Gold Award for commercial vehicles on behalf of his company at the recent announcement of the 2016 NADA dealer satisfaction survey. He is flanked by Simphiwe Nghona (left), executive head of the Motor Division of Wesbank, and NADA national chairman Bruce Allen
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