Cars.co.za, in partnership with data analytics company Lightstone, has published its latest vehicle ownership satisfaction survey.
The survey looked at the purchasing, servicing and overall ownership experiences of car owners who bought their vehicles from new and through franchised dealers.
Over the past five years almost 30,000 car owners have completed the survey, with more than 10,000 respondents recorded in 2019.
For the purposes of analysis – and to achieve representative results – Cars.co.za only included models for which at least 50 owners had answered the “likely to recommend” question.
Vehicle owners were asked to indicate – based on their overall ownership experience and using a 10-point rating scale – how likely they were to recommend the car that they’d bought new from a franchised dealer, to friends and family.
With this scale, Cars.co.za regarded responses of 9 or 10 as “very likely to recommend” and consider these owners as “promoters”.
Those owners who scored their experiences at 6 or lower are regarded as less likely or unlikely to recommend their vehicles, so they are considered as “detractors”. By deducting the percentage of detractors from the percentage of promoters we derive at a Net Promoter Score (NPS).
Based on this scoring the top 10 passer cars are as follows:
Mazda CX-5 – 89%
Mercedes-Benz C-Class – 87.5%
Audi A4 – 84.9%
Mercedes-Benz GLC – 84.6%
Mercedes-Benz A-Class – 84.6%
Volkswagen Tiguan – 84.5%
Hyundai Tucson – 82.9%
Hyundai Grand i10 – 82.7%
BMW 1 Series – 82.6%
Toyota Fortuner – 82.6%
The survey shows that the brand with the overall highest-rated salespeople in 2019 is Isuzu, with a score of 9.1 (out of 10).
Toyota, Honda and Mazda all scored 9 out of 10, with Suzuki scoring 8.9. Ford, BMW and Nissan (all with scores rounded off to 8.9) followed closely thereafter.
“The Mazda CX-5 has consistently done well in our Ownership Satisfaction Survey through the years,” said Cars.co.za consumer experience manager, Hannes Oosthuizen.
“Ultimately, the people who know their cars best are the owners, so the correlation between the two projects means that we are awarding cars that are most likely to please/satisfy their owners.”