Toy­ota tops Prod­uct Qual­ity Awards

The Witness - Wheels - - MOTORING -

IP­SOS South Africa has an­nounced the 2015 Prod­uct Qual­ity Awards, with Toy­ota South Africa Mo­tors stand­ing out with three plat­inum awards, one gold award and three cat­e­gory wins.

The Prospec­ton plant’s ve­hi­cles were awarded Plat­inum Awards for Best Over­all Light Com­mer­cial Ve­hi­cle (LCV) Brand (PP100 score of 33), Best One Ton Dou­ble Cab LCV Brand (34) and Best Lo­cal Plant Manufacturing LCVs (31) in the lat­est re­sults. Toy­ota was also awarded a gold as the Best Vol­ume Pas­sen­ger Car Brand (31) and was ranked first in the Best Lo­cal Plant Manufacturing Pas­sen­ger Cars (25) cat­e­gory.

In ad­di­tion, Toy­ota was a clear leader in the LCV cat­e­gories with its flag­ship Hilux win­ning best Petrol Sin­gle Cab (26) and best Diesel Sin­gle Cab (31).

“Qual­ity is one of our pri­or­ity ar­eas at Toy­ota. We fo­cus on build qual­ity, dura­bil­ity and re­li­a­bil­ity into each of our ve­hi­cles. We un­der­stand that qual­ity has al­ways been a big con­sid­er­a­tion when cus­tomers pur­chase ve­hi­cles and we en­deav­our to main­tain a high stan­dard as well as cus­tomer ser­vice,” said Calvyn Ham­man, se­nior vice-pres­i­dent of sales and mar­ket­ing at Toy­ota South Africa Mo­tors.

The stud­ies are con­ducted us­ing tele­phonic in­ter­views with well over 30 000 ve­hi­cle own­ers over a 12-month pe­riod. The cus­tomer’s pur­chas­ing and ser­vice ex­pe­ri­ences are mea­sured 10 to 35 days af­ter de­liv­ery, while prod­uct qual­ity in­ter­views take place 90 days from pur­chase.

The sur­veys have three com­po­nents: a com­pet­i­tive cus­tomer ex­pe­ri­ence bench­mark­ing mea­sure­ment of the sales, ser­vice sat­is­fac­tion of cus­tomers within fran­chised deal­er­ship net­works, and a bench­mark­ing of prod­uct qual­ity with rank­ings based on prob­lems per 100 ve­hi­cles (PP100).

In terms of prod­uct qual­ity, the industry av­er­age num­ber of prob­lems per 100 ve­hi­cles (PP100) has re­mained around the 30 to 40 mark since 2011, which is a huge im­prove­ment over the av­er­age 154 prob­lems per 100 ve­hi­cles recorded in 2005.

Ve­hi­cles sold from Jan­uary to De­cem­ber 2014 were un­der the mi­cro­scope and the re­sults show that prod­uct qual­ity in South Africa con­tin­ues to im­prove. “Once again we have seen a marked im­prove­ment in qual­ity dur­ing 2014, de­spite grow­ing tech­no­log­i­cal com­plex­ity in ve­hi­cles,” said the Ip­sos Au­to­mo­tive Busi­ness Unit di­rec­tor, Pa­trick Buss­chau.

“Cus­tomers in South Africa are be­com­ing in­creas­ingly de­mand­ing where prod­uct qual­ity and gen­eral ser­vice lev­els are con­cerned, but the lo­cal mo­tor industry con­tin­ues to keep rais­ing the bar or at least re­mains on a very high level.”

He added that there is a gen­eral im­prove­ment across all the ma­jor par­tic­i­pat­ing brands. — WR.

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