General Motors South Africa’s (GMSA) brands topped the Ipsos (formerly Synovate) Quality Awards, for customer Sales and Service experience in the automotive industry in the Competitive Customer Experience (CCE) Survey of 2011, achieving overall leadership in both Passenger and LCV Service Experience.
In the Light Commercial Vehicle (LCV) Sales Experience category Isuzu and Chevrolet were recognised with Gold awards, with Isuzu also achieving overall Sales experience leadership. In the LCV Service Experience category, Chevrolet and Isuzu topped the overall rankings with Gold awards respectively.
In the Passenger Sales Experience category Chevrolet retained its gold rating with Opel improving to achieve a Silver award. In the Passenger Service Experience category Chevrolet and Opel both achieved Gold awards, with Chevrolet also achieving overall Service Experience leadership.
According to John Astbury, GMSA Vice President of After Sales, the survey is conducted independently and provides an ongoing comparative measure of customer satisfaction with each manufacturer, based on key attributes in the sales and service processes at their respective dealer networks. The results of the survey are based on interviews with customers who purchased or serviced vehicles between January and December 2011.
“We are pleased with the performance of our dealers. They seem to raise the bar every year. The feedback from our customers in this survey bears testimony of the efforts of our dealer personnel,” said Astbury.
Astbury added that GMSA’s brands achieved these excellent results in an increasingly competitive automotive market. “There are some 80 brands representing well over a 1000 different models in the South African market. However, in order to grow in this environment we have to continue offering superb sales and service to our customers,” he said.
Furthermore, Astbury said GMSA’s warranty and roadside assistance programmes are class leading and provide customers with a sense of assurance when driving their vehicles. “We are committed to our customers and we strive to offer the best in sales and service to our customers.”