Customers still rate HINO top in customer satisfaction

Hino South Africa continued to top the overall rankings in the DataTrack comparative customer experience survey for the second quarter of 2022 despite losing production when the flood damage in KwaZulu Natal caused the enforced shutdown of its assembly plant in Prospecton, near Durban, for 40 days from mid-April.

Hino not only held on to its top ranking in the Combined score with 99.39% but was also top in the Sales (99.95%) and Technical Service (99.32%) categories while Parts improved from 3rd to 2nd with a score of 98.90%. Hino’s combined score was not only the third highest in the history of this benchmark survey but also means that this brand has now topped the combined customer experience table 13 times in the past 15 quarters.

“We made ongoing communication with our customers our main priority during the period that the plant was closed,” explained Pieter Klerck, the General Manager of Hino SA. “We kept them informed on progress with the massive clean-up at the plant due to water and silt damage and gave them tentative availability of trucks they had on order. Our assembly plant has reopened and operating at full production capacity to catch back lost production by end-October this year.

These quarterly DataTrack surveys have been conducted among 37 500 South African fleet owners and transport operators since 1989 and at present feedback is obtained on trucks from 12 local manufacturers or importers.