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| Many a new car gets delivered via Motorvia's fleet of Hino's. |
HINO has become the first truck manufacturer and distributor in
South Africa to make a clean sweep at the top of all four tables in the Scott
Byers Network’s comparative customer satisfaction survey of truck fleetowners in
South Africa.
These surveys have been conducted since 1986.
Speaking at the recent Scott Byers and Econometrix Truck Seminar in
Johannesburg, the founder of the research company, Ian Byers, said that in the
beginning customer satisfaction levels ranged from about 52%-58%.
Now Hino has averaged far more than 93% in all four tables: Sales,
Service, Parts and Overall and the national average in the overall rankings
exceeds 91%.
The annual awards are based on a full year’s results, from October
1 of one year to September 30 of the following year.
Each of those companies whose results are included in the
comparative evaluation must have had at least 100 interviews conducted per
department — Sales, Service and Parts. The final list is made up of those
companies with scores greater than the national average.
During interviews the fleetowners are asked to give their ratings
of companies that are either their first or second choice supplier and with whom
they have had dealings within the past three months, so as to ensure the survey
is up to date and relevant.
“We are absolutely delighted to be the first company in history to
have topped all four tables and I would like to congratulate our dealer network
and our own after-sales support teams for these outstanding results on all
fronts,” said Hino SA’s vice president, Dr Casper Kruger.
“We are particularly proud that we were able to come out top in the
Parts segment of the survey as the research was conducted while we were moving
into our massive new parts warehouse in Benoni, which has meant transferring
large amounts of stock from our previous warehouse in Sandton and a number of
satellite hubs in Gauteng.
“In fact during the parts relocation Hino has topped the Scott
Byers Parts category three times in the past five quarters, only placing second
in Q3 of 2011 and Q1 of 2012,” added the Hino senior executive.
Companies that scored higher than the national average for
2011/2012:
Overall: Hino,
Freightliner, Mercedes-Benz, Isuzu and Volvo.
Parts:
Hino, Freightliner, Mercedes-Benz, MAN and Volvo.
Service: Hino,
Isuzu, Freightliner and UD Trucks.
Sales:
Hino, Isuzu tied with Volvo, Freightliner, International and
Mercedes-Benz.
