Hino Scores more than 99% in all Four Customer Care Survey Categories
Hino South Africa has scored an unprecedented 99%-plus in all four categories of customer care surveyed among local truck operators by Datatrack Management for calendar year 2024. The comparative categories, which are surveyed quarterly, are Sales, Service, Parts and Combined. Hino was also the top performer in 2024.
Hino scored 99.44% in the Combined section in 2024, compared to 98.70% in 2023. The national average Combined scores in each of these years were 93.93% in 2023 and 95.17% last year, which indicates the improved performance by all 14 OEMS surveyed by Datatrack.
This was the second year that Hino scored more than 99% in Sales, with figures of 99.73% in 2024 and 99.60% in 2023. The national sales averages for the two years were 96.17% in 2024 and 94.79% in 2023 respectively.
Hino’s score in Service moved up from 98.76% in 2023 to 99.34% last year with the respective national Service averages in these years being 94.97% in 2024 and 93.98 in 2023.
The fourth category where Hino was the top scorer was Parts, where the company scored 99.24% in 2024 compared to 97.73% the previous year. Respective national averages were 94.38% in 2024 and 93.05% in 2023.
Datatrack Management, which has the motto “Driving excellent in the truck industry: Benchmarking customer satisfaction for better performance”, has been conducting quarterly customer satisfaction surveys among about 30 000 truck operators since 1986 and these annual figures are based on the research conducted every three months of a year.
“We are extremely grateful to our dealer network, which currently consists of 67 outlets countrywide and in the other countries in the Southern African Customs Union,” said Itumeleng Segage, General Manager of Hino South Africa. “They are our frontline with customers and essential in our continual striving to be the most caring truck OEM in South Africa.
“The driving force behind our ongoing success in surveys such as Datatrack is Hino’s global strategy of Total Support. This relates to building and retaining meaningful relationship between all parties in the value chain, from Hino Japan to the Hino South Africa head office and its staff, our dealer network and, most importantly, our customers,” explained Segage.
