These are the car brands with the best customer service in SA
Market research firm Ipsos has released its latest Comparative Customer Experience survey, detailing which car brands have the happiest customers.
The latest study involved interviewing more than 22,000 customers in compiling the results.
The sales volume of the participating brands represented more than three out of every four cars sold through retail channels during 2016.
The survey is divided into two broad customer experiences – purchasing experience and servicing experience.
According to the report, car buyers report a slightly better purchasing experience than LCV (bakkie) buyers, with an index score of 95.1%.
However, in servicing the scores are very similar at 88.8% for car buyers and 88.9% for LCV customers.
The latest survey shows an ongoing average improvement in the South African customer’s purchasing experience of both passenger cars and light commercial vehicles since 2015, while the servicing experience has remained static in the case of cars, but dropped slightly – by 1% – regarding the servicing of LCVs.
The positive changes in the purchasing experience of a car are headed up by “contact after delivery”, which recorded a 2.1% improvement.
Other positive changes include: “appreciated as a customer”, “ownership of queries and problems”, “making you feel important” and “exiting handover.”
Best “purchasing experience” brands
Passenger vehicles
- Gold – Audi, Volkswagen
- Silver – Chevrolet, Mercedes-Benz, Nissan, Opel, Toyota, Volvo
- Bronze – Ford, Honda, Renault
Light commercial vehicles
- Gold – Chevrolet, Isuzu, Nissan, Toyota, Volkswagen
- Silver – Ford
Best car brands for “servicing experience”
According to the report, the biggest improvement over the past 10 years has occurred in terms of servicing, with the average industry rating moving upwards by 8.2% for cars and 7% for LCVs.
This has taken the industry average from just over 80% in 2006 to almost 90% in 2016.
Passenger vehicles
- Gold – Audi, Nissan, Volkswagen
- Silver – Chevrolet, Mercedes-Benz, Lexus, Opel, Toyota
- Bronze – Honda, Renault, Volvo
LCV
- Gold – Chevrolet, Isuzu, Nissan, Toyota, Volkswagen
- Silver – Ford
Read: Uber cars must be clearly marked – SA transport minister
Loading ...