Brian Joss – Hino South Africa once again topped the ranking list in the overall Datatrack Comparative Customer Experience Survey at the end of the first quarter of 2020.
Hino had a first quarter combined score of 98.53 for Sales, Service and Parts, which was 0.66 points ahead of the runner-up.
Competition among the various truck manufacturers and importers operating in South Africa is extremely keen and competitive with the national average for overall customer satisfaction in the first quarter of 2020 standing at a very creditable 93.49.
Hino had been the leader in overall customer satisfaction for five straight quarters before it slipped to third place in the last quarter of 2019.
Besides coming out top in the combined scoring Hino placed first in the rankings on Parts with a score of 99.82, compared to 97.30 for the runner-up. Hino was runner-up in Sales with a score of 97.99 and third in the Service rankings with 97.65 points.
This was the seventh consecutive quarter in which Hino had placed top in the important Parts category, scoring full points (5) in six of the eight segments researched in this segment. These included the supplier having good replacement parts of high quality with parts people in the dealership who communicate well and with whom the truck operator has a good business relationship. The other questions where Hino rated top was in terms of adding value to a customer’s business and that the customer will use the same Hino parts supplier in future.
“We are very pleased that we have regained top position in this important indicator of customer service, and I am very proud of the way our dealer network took up the challenge of getting back to No. 1 position after the reverse at the end of last year,” commented Pieter Klerck, who is head of operations at Hino South Africa.
“Our ongoing strong performances in theses quarterly Data Track surveys is due to the way we continue to implement Hino’s international strategy of Total Support, which hinges on building strong and meaningful relationships between Hino Japan, Hino South Africa, our dealer network, suppliers and service providers and, most importantly, our customers. We all work towards a common goal of ensuring we provide the best and most suitable products and services in the local trucking world.”
Datatrack has been conducting these independent quarterly surveys, compiled from customer interviews with fleet operators regarding truck manufacturers and importers in terms of service levels in sales, technical service, and parts, since 1989. The methodology has been adjusted over the years to ensure ongoing relevance for this credible benchmark for the truck industry.
CAPTION: Competition is keen: Pieter Klerck – Hino’s head of operations. Picture: Motorpress