Toyota tops Product Quality Awards
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.