Hino SA sets the bench­mark yet again

The Witness - Wheels - - MOTORING -

HINO South Africa, driven by its very suc­cess­ful global To­tal Sup­port pro­gramme, has re­cently achieved ex­cel­lent re­sults in two com­pet­i­tive sur­veys.

Im­por­tantly Hino has re­tained its No. 1 po­si­tion in the com­bined Scott By­ers Com­pet­i­tive Cus­tomer Sat­is­fac­tion Mon­i­tor for the sixth suc­ces­sive quar­ter. Hino also placed top in the Parts and Ser­vice cat­e­gories and third in Sales in the sur­vey for the sec­ond quar­ter of 2016, with all scores — in­clud­ing com­bined — be­ing over 95%.

Hino was the only truck com­pany to have all its scores over 95%, scor­ing 96,54% over­all, 96,44% for Parts, 96,77% for Ser­vice and 96,41% for Sales. The re­spec­tive in­dus­try av­er­ages in the four cat­e­gories were: 90,50%, 89,23%, 90,79% and 91,49%. A to­tal of 10 truck brands were eval­u­ated in this quar­terly sur­vey.

The other ac­co­lade that went to Hino re­cently was an­other Gold Award in the an­nual Na­tional Au­to­mo­bile Dealer As­so­ci­a­tion (Nada) dealer sat­is­fac­tion sur­vey, which has been con­ducted on truck deal­ers in SA since 2008 by Light­stone Consumer. Truck mak­ers or im­porters have to re­ceive a rat­ing of 75% or higher from their deal­ers to qual­ify for the Gold Award and this year only four brands qual­i­fied for this top rat­ing.

The 2016 Dealer Sat­is­fac­tion In­dex for com­mer­cial ve­hi­cles rated 10 brands, with Hino achiev­ing 83,6%, which was a 1,8% improvement on the fig­ure for 2015. The in­dus­try av­er­age was 74,2%, which is the high­est yet. This year marked the sec­ond time that Hino had achieved Gold Award sta­tus in this pres­ti­gious sur­vey.

The Nada DSI sur­vey is very com­pre­hen­sive and in­volves deal­ers an­swer­ing 53 ques­tions in 12 fo­cus ar­eas: dealer sat­is­fac­tion, com­mu­ni­ca­tion and re­la­tion­ships, cus­tomer fo­cus, csi pro­gramme, ve­hi­cle range, train­ing, ve­hi­cle distri­bu­tion, parts, good­will, pol­icy claims and war­ranty terms, fran­chise com­pli­ance au­dits, dealer sup­port and labour rates.

“We are de­lighted with the pos­i­tive progress made in cus­tomer sat­is­fac­tion rat­ings by Hino in re­cent years and are very pleased and proud to have fared so well in both the Scott By­ers Com­pet­i­tive Sat­is­fac­tion Mon­i­tor and the Nada DSI sur­vey,” said Ernie Traut­mann, the vice pres­i­dent of Hino SA.

“This is fur­ther ev­i­dence of the ben­e­fits that our cus­tomers — be they buy­ers and op­er­a­tors of our trucks or our deal­ers — en­joy since lo­cal im­ple­men­ta­tion of Hino’s global To­tal Sup­port pro­gramme, which is rooted in build­ing and main­tain­ing strong re­la­tion­ships with ab­so­lute mu­tual trust, be­tween Hino Ja­pan, Hino SA and the dealer net­work to en­sure they all be­come part­ners with their cus­tomers. Ef­fec­tive and on­go­ing com­mu­ni­ca­tion with deal­ers and cus­tomers is a ma­jor key to the suc­cess of this pro­gramme.”


Vice pres­i­dent of Hino SA Ernie Traut­mann (cen­tre) re­ceived the Nada Dealer Sat­is­fac­tion In­dex Gold Award for com­mer­cial ve­hi­cles on be­half of his com­pany at the re­cent an­nounce­ment of the 2016 Nada dealer sat­is­fac­tion sur­vey. He is flanked by Simphiwe Nghona (left), the ex­ec­u­tive head of the Mo­tor Di­vi­sion of Wes­bank, and Bruce Allen, the na­tional chair­per­son of the Na­tional Au­to­mo­bile Deal­ers As­so­ci­a­tion (Nada).

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