Hino gets the nod

By Colin Windell

 

Being just three points off a perfect score in customer service has given Hino SA cause for some celebration, with the proverbial cherry on top being a gold award for dealer satisfaction.

In the Scott Byers Network’s Comparative Customer Satisfaction Monitor (CCSM) for the second quarter of 2018, Hino scored higher than 97 - compared to an index of 100 - in all aspects of the survey, namely sales, service, parts, and combined score. Hino was top in service (97,57) and second in sales (98,68), parts (97.05) and the combined score (97,76).

In the Dealer Satisfaction Index (DSI) conducted under the auspices of the National Automobile Dealers’ Association (NADA) Hino received a Gold award.

The Scott Byers survey, which is conducted monthly with results released quarterly, measures customer satisfaction at fleet owners in terms of sales, service, and parts, while the DSI measures how the various franchise dealers rate the manner in which they are treated by their OEMs.

“We are very pleased at the consistency shown by our dealers in the highly competitive Scott Byers surveys and the fact our dealers once again gave Hino South Africa a gold rating in the DSI,” says Ernie Trautmann, the Vice President of Hino SA.

“These ongoing strong performances on the customer care front are a tribute to our wholehearted commitment to Hino Japan’s international Total Support strategy, which encourages the building of trust and meaningful relationships between Hino Japan, Hino South Africa, the dealers, suppliers and their customers.”