Truckloads of praise for two heavy hitters
Hino and Volvo Trucks emerged at the top of the latest Scott Byers report
Hino and Volvo Trucks are celebrating being placed at the top in the latest Scott Byers Comparative Customer Satisfaction Monitor.
Hino was ranked top in the service and parts category, with Volvo in second, while the award was reversed in the sales category with Volvo taking the top honours followed by Hino.
Hino had a combined score of 97.46 for sales, service and parts compared to an industry average of 92.91 for the 17 brands surveyed quarterly by Scott Byers. The service rating was 97.42 compared to the industry average of 92.07 while parts rated 96.46 compared to the average of 91.57. Hino placed second in sales with a score of 98.49 compared to the industry average of 91.31.
"We are proud to have achieved a 10th consecutive quarter as the highest-ranked truck brand in SA in terms of customer satisfaction, but we are not going to rest on our laurels," said Ernie Trautmann, vice-president of Hino SA.
"We realise that customer satisfaction is a moving target and generally, in SA, the movement is upwards in terms of the Scott Byers scores. This means we must continue to try even harder to satisfy the needs of our customers to retain our leading position," he said.
"A great deal of credit for our ability to improve our scores in recent years is due to the implementation of the international Hino Total Support programme.
"This involves building and maintaining strong relationships between Hino Japan, Hino SA, our suppliers and the dealer network to ensure our customers have a partner they can trust to deliver," said Trautmann.
Just as Trautmann sees customer satisfaction as a moving target, so does Volvo.
"Growth in the various areas is not a short-term goal that is timed for the survey — we always aim to ensure the levels of service and support experienced by our customers remain at a constant level of satisfaction in all touch points throughout the Volvo value chain," said Torbjorn Christensson, president Volvo Group Southern Africa.
Not surprisingly, Christensson sees safety as one of the key reasons for coming out on top in the sales category.
"We pride ourselves on being an original equipment manufacturer with a truly innovative approach to the industry within which we operate — proof of this is the fact that we are serious about safety.
"This is not just talk. As a manufacturer we are aware that when a heavy vehicle or truck is involved in a collision the consequences are usually great and have an impact far beyond the driver," he says. "We hope to maintain the top spot in sales and are certainly going to do all we can to ensure that we can take the number one spot for parts and service too.
"To purchase a truck is possibly one of the easiest steps of the purchasing process. How-ever continued support and parts availability are imperative to ensuring that business owners are least impacted, and these will remain core focus areas of our business to ensure all Volvo Trucks owners maintain optimal uptime of their vehicles and fleets," said Christensson.
"To this end, aftermarket support and servicing are imperative to our business and we are very proud that in the report we have made great strides in improving our ranking in this area," commented Theunis Eloff, the commercial aftermarket director at Volvo Trucks.