Hino leads the way in customer satisfaction
Hino South Africa has kicked-off 2017 in fine style by topping the Comparative Truck Study, conducted by market intelligence company Scott Byers, for the ninth consecutive quarter.
The study is an independent survey of customers’ views of how well their truck supplier measures up to their expectations in the three principal areas of interaction: sales, service and parts.
In the latest rankings, which covered the customer satisfaction performances of 15 original equipment manufacturers (OEMs) between January and March 2017, Hino South Africa lead the service and parts categories and came second in the sales category.
Hino’s overall score is 96,88 percent, which is more than the industry average of 91,95 percent. Hino received more than 95 percent for each of the categories; with 98,15 percent in sales, 97,18 percent in service, and 95,31 percent in parts.
The respective industry averages in the three categories in the first quarter of 2017 are: 94,42 percent, 91,31 percent and 90,12 percent.
“Hino South Africa takes the results of these quarterly customer satisfaction studies by Scott Byers very seriously, because ensuring customers get excellent service is a very important strategy in retaining present customers and attracting new ones,” says Ernie Trautmann, vice president of Hino SA.
“We have made significant progress in improving our customer satisfaction ratings in recent years and our customers are enjoying the benefits. We have found that increasing benefits are flowing from our ongoing implementation of the international Hino Total Support philosophy,” explains Trautmann.
“This involves building and maintaining strong relationships between Hino Japan, Hino South Africa, suppliers and the Hino dealer network to ensure our customers have a truck partner they can trust.”
This benchmark survey has been conducted quarterly since 1986 by Scott Byers, which has more than 30 000 trucks and fleet operators on its database and continually updates these statistics.