Toyota and Hino South Africa both achieved gold awards at the National Automobile Dealers’ Association (NADA) Dealer Satisfaction Index Awards on 14 July 2016.
“Our partnership with our dealers is a critical part of our business. An immense amount of effort is put in to ensure our relationship with the dealers is solid. Our shared value system ensures we are constantly communicating and continuously improving. In this spirit, we are proud of our performance this year as the scores of the Dealer Satisfaction Index reflect this. We pledge that we will persevere to improve our relationships, systems and support to our dealerships, says Calvyn Hamman, Senior Vice President Sales and Marketing at Toyota South Africa Motors.
In the Passenger/Light commercial category, Toyota has seen a marked improvement in their scores with a 2.7% increase from 2015 to an overall score of 83.2%. This only 0.3% less than the number one position.
“This improvement is indicative of the rigorous dealer programmes that have been put in place in various areas of our business. Through numerous interactions with our dealers together with an analysis of the 2015 report, we were able to pin point the areas of concern and put valuable measures in place both in our business and our dealer programmes. I believe this is the reason for the increase in our score. We acknowledge the dealers role in our business and realise that our support will result in better support to our customers and ultimately reach our goal of creating customer smiles,” adds Hamman.
Similarly, Hino improved their score by 1.8% to achieve 83.6% in 2016. Hino was also awarded a Gold award.
NADA in South Africa, measures dealers’ satisfaction with automotive brands. NADA has conducted this survey since 2003. The overall industry average increased by 0.3% to 72.7% in 2016.
The survey to the dealers is segmented into thirteen focus areas including Policy Claims & Warranty, Communication and Relationships; Vehicle Range; Parts and Media Support amongst others.
“Toyota South Africa Motors will continue to build great relationships with the dealers and support them in their businesses. This will in turn create great customer relations. We will not be complacent, we will strive to achieve better results next year,” concludes Hamman.