Hino South Africa has achieved new heights in the quarterly Scott Byers Comparative Customer Satisfaction Monitor (CCSM), achieving a 99,25-percent overall score with scores of 99,23 percent for sales, 99,36 percent for service and 99,17 percent for parts.
These were the highest scores in all categories, taking Hino back to number one in the overall, sales and parts rankings, while it retained top spot in the service rating. Importantly, Hino did not get any feedback from fleet owners who said they were “dissatisfied”.
“It is gratifying to see the manner in which we have been able to move back into the top position in all categories of this fleet-owner survey, while also setting a new benchmark in terms of our overall score,” comments Ernie Trautmann, vice president of Hino South Africa.
“Our strong results are due to a concerted effort by our team at head office, our dealers and our parent company in Japan in continuing to enhance the customer experience in all aspects of their interface with Hino,” he continues.
Scott Byers has been conducting these independent, quarterly customer-experience interviews with fleet operators continuously since 1986. The results are used as key indicators by the local transport industry in terms of the service provided by manufacturers and importers of trucks to their customers in terms of the sales and aftersales experiences.
The margin for error is tight: a score of over 90 percent means customers are, on average, six times more likely to do more business with the company in question; scores between 80 and 90 percent mean customers are, on average, open to other suppliers’ advances; while a combined score below 80 percent means that customers are looking for a new supplier.
Generally, the local truck makers and distributors are faring well as the industry average in all cases is close to the 95-percent benchmark set by the Scott Byers researchers. In the most recent survey the industry averages were: 95,27 percent for sales, 92,97 percent for service, 93,85 percent for parts and 94,03 percent for the overall ratings.
“We are particularly proud that this achievement follows closely on the announcement of the results of the Dealer Satisfaction Index (DSI), conducted annually by the National Automobile Dealers’ Association (NADA), where Hino was number one in the commercial-vehicle category,” Trautmann adds.
“Our ongoing success is also a direct outflow of the global Hino Total Support strategy which is driven by Hino Motors Japan. This is a strong relationship-building process between Hino Motors and its international distributors and suppliers. This then flows through to local dealership networks, local suppliers and ultimately benefits our customers,” he concludes.