Mitsubishi Motors South Africa was presented with the Top Performer award in the After-sales – Customer Experience category at the brand’s recent annual global after-sales business excellence awards ceremony in Thailand.
The award measures service excellence in comparison to that of dealers in other regions.
Over the past five years, Mitsubishi Middle East and Africa has challenged their distributors to achieve the top three status in their respective country when measured against the top competitor brands in their respective markets.
The KANTAR Competitive Base CSI Programme was launched to measure this performance by tracking customer satisfaction across the whole after-sales service journey over a six-month period annually.
In addition to measuring performance, the programme is also designed to instil an impact-based customer experience action plan, which positively influences the customer journey.
Mitsubishi Motors SA far exceeded the target of a top three. For the third consecutive year, Mitsubishi Motors South Africa has secured the number one position in South Africa. MMSA is also the only country in the MMME region to accomplish this.
“This result and our consistent performance over the last three years are testament to the dedication and commitment of the MMSA team as well as our entire dealer network, which always works hard to improve service levels and to make each and every service experience memorable, during the initial interaction with our valued customers,” says Steven Terblans (General Manager Aftersales at Mitsubishi Motors SA).
Criteria measured include service initiation, service advisor, in-service experience, vehicle pick-up, service quality and digital aspect. An in-depth survey focuses on all the customer touch points under each of these criteria.
“While this programme is a great way of measuring ourselves against our peers in different markets, more crucially it allows us to continually refine our service to our customers,” says Jeffrey Allison, General Manager Marketing for Mitsubishi Motors South Africa.
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