Hino South Africa continues to make sure that its truck-operating customers enjoy the best possible experience in South Africa by once again dominating the DATATrack comparative truck study covering the first quarter of 2021. Hino not only retained its leadership in the overall combined ratings but, on this occasion, also topped all three categories – sales, parts and service. A highlight was scoring 100% in the parts category.
This is the ninth time in the past 11 quarters that Hino has topped the combined ratings and its score of 99.36 was not only its highest ever score, but also a full percentage point ahead of the runner-up. Hino scored 98.71 for sales and 99.38 for service in addition to the full-house score of 100 in parts rating to make it a comprehensive clean sweep.
DATATrack is an independent customer satisfaction study which has been used since 1989 and is a highly regarded benchmark for local truck owners and operators. The survey uses detailed interviews with major fleet operators regarding service levels for sales, technical service, and parts supply to obtain data. The scores in these three categories are then added up and divided by three to find the overall, combined top performer.
“We are particularly proud to be able to continue leading the way in customer experience in the South African truck market, especially in these days of a global pandemic that has had a massive impact on the motor industry and required rethinking in the way we do business,” said Pieter Klerck, General Manager of Hino SA.
“Fortunately, we have the backing of Hino Japan, which is in the forefront of not only developing suitable products and technologies, but also supporting us with specific strategies that affect customer experience levels, like competitive Service and Maintenance Plans and the introduction of the HINO-CONNECT telematics system.
“The overall, international programme, known as Hino Total Support, involves maintaining and strengthening bonds between Hino Japan, Hino South Africa, our suppliers, service providers and, most importantly, our customers. Focussing on this Total Support strategy continues to bear fruit for us, as evidenced by our ongoing success in the DATATrack customer surveys,” added Klerck.