Toyota received a gold award and placed second overall at the National Automobile Dealers’ Association (NADA) Dealer Satisfaction Index Awards at a prestigious ceremony held on 14 August 2014. Both Lexus and Hino South Africa received silver awards with Hino placing second overall in the Commercial category.
“At Toyota, we work very hard to build and maintain a good relationship with our dealers. We listen, assess and act where appropriate and the results of the Dealer Satisfaction Index reflect this. Our focus on the dealer reaches a little further than sales assistance. We believe that if our dealers are well supported in terms of systems and processes as well as training, they will in turn be brand ambassadors to our business and their business will grow,” says Calvyn Hamman, Senior Vice President Sales and Marketing at Toyota South Africa Motors.
Toyota has seen a significant improvement from fifth place in 2013 to achieving one of only three gold awards. Toyota also improved by 3.6% since 2013. This is indicative of the concerted effort made by the organisation to ensure that the dealers are satisfied with the service and ultimately creating customer smiles.
NADA in South Africa measures dealers’ satisfaction with automotive brands. NADA has conducted this survey for a number of years. In 2014, 39 independently researched brands formed part of the survey which received the highest responses to date.
“This is the first time since 2008 that three brands have achieved gold status (Mercedes Benz, Toyota and Volkswagen) and it is also the highest score Toyota has achieved since the inception of this survey,” adds Hamman.
Toyota leads four categories including Dealer Satisfaction, Communication and Relationship, Customer Focus and Used Cars.
The survey to the dealers is segmented into thirteen focus areas including Dealer Satisfaction; Vehicle Range; Dealer Support and Media Support amongst others. The top performing focus area was Goodwill, Policy Claims & Warranty followed by Franchise Compliance Audits.
“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 and aim for first place,” concludes Hamman.