FAW SA has scooped the honour of most improved commercial vehicle brand in 2018 according to the National Automobile Dealers Association (NADA), Dealer Satisfaction Index (DSI) survey.
A total of 33 independently researched brands participated in the 2018 NADA DSI survey. In total, 1 005 completed responses were received, with 165 of these coming from commercial vehicle dealerships across the country.
Customer satisfaction is the key
According to the survey FAW SA has improved its overall dealer satisfaction score in the communication and relationship category which provides a snapshot of the perceived satisfaction levels of the overall communication between dealer and brand.
The Customer Focus category places emphasis on ease of doing business, setting the standard for excellence in the industry, winning dealer strategy for satisfying customers and attracting and retaining outstanding people (employees and suppliers). Here FAW SA made a notable improvement from 2017.
According to NADA, a CSI programme is the vital window connecting customer’s satisfaction with a specific brand. This section probes the perceived effectiveness of a customer satisfaction programme and how a satisfaction programme influences truck supply and quality problems. FAW SA is the most improved brand in this category for 2018.
Setting industry-leading aftersales benchmarks
Jianyu Hao, CEO of FAW SA says the manufacturer is naturally delighted with the 2018 NADA DSI survey results comments.
“The results serve to validate our concerted efforts to set industry-leading aftersales benchmarks to which our dealers and branches have to adhere. As a result, all our dealers are operating at a higher level of customer satisfaction than ever before,” he notes.
“We have introduced processes to increase dealer stockholding and quicken parts supply. Simultaneously, we are busy introducing FAW TQC (Total Quality Care) a worldwide programme that was launched globally by FAW in China, and is contributing to the FAW after-sales success as validated by the NADA DSI survey,” Hao concludes