Ongoing improvements to dealer, parts and service networks – with a view to maximising vehicle uptime – have contributed to Tata Commercial Vehicles receiving two prestigious awards, Most Improved and a Bronze Award overall, at the National Automobile Dealers’ Association (NADA) Dealer Satisfaction Index Awards (DSI), held recently in Johannesburg.
The NADA DSI survey, which marks its 26th anniversary this year, is carried out annually to monitor the health of the relationship between dealers and their respective manufacturers. It provides the dealer body with a platform to provide manufacturers and importers with robust feedback.
The results for the awards are calculated from a scorecard with respective questions given various weightings. Bronze winners score between 65 and 69.9 points, Silver between 70 and 74.9, and Gold between 75 and 84.9. Platinum winners score greater than 85 points.
The Most Improved award in the commercial vehicles’ category went to Tata Commercial Vehicles. “It is an honour to be recognised by our dealer partners. Thank you to all Tata dealers who participated in the 2022 survey. Tata’s UPTIME strategy is bearing fruit as seen in the results of the NADA DSI survey. We are committed to further strengthening our relationships with our dealer partners,” said Len Brand, CEO of Tata International Africa.
The survey results are divided into a number of key focus areas. These are: Dealer Satisfaction; Communication & Relationships; Training; CSI Program; Vehicle Range; Vehicle Distribution; Parts; Goodwill, Policy Claims & Warranty; Franchise Compliance Audits; Dealer Support; Labour Rates; and Covid-19 Support.
Goodwill, Policy Claims and Warranty and Franchise Compliance Audits are the categories that dealers are most satisfied with. Training and CSI showed the best improvements overall. It is noteworthy that despite all the challenges facing the automotive industry, Tata Commercial showed improvement in Vehicle Distribution over 2021.
Parts availability is crucial to dealer profit, turnaround time and ultimately a satisfied customer. The Parts category also includes questions probing delivery times on parts, the parts delivery system, parts ordering system, parts return policies and the support provided to the dealer when parts are not readily available. Tata Commercial was the most improved in this category this year.
“The journey towards this achievement started in 2016, with the rollout of our UPtime strategy, which has been a critical factor in Tata International Africa’s success. It is this clear understanding that has helped shape our success over the past five years.
“The business remains firm in its commitment to its customers and to completely ENVELOP the customer in whatever is done. The acknowledgement by our network on this, is testament to one of the many steps we have taken to ensure complete customer peace of mind,” concluded Brand.