Volvo Car South Africa was rewarded handsomely by its dealer network after achieving gold at the 2016 NADA DSI (National Automotive Dealer Association Dealer Satisfaction Index) awards held in Johannesburg on 14 July. Proving that the dealer network is happy with the service they receive from- and their interactions with Volvo Car South Africa, the accolade has a direct impact on customer satisfaction whereby happy dealers tend to treat their customers better.
The awards, which evaluate dealer satisfaction in great detail and are presented by Lightstone Consumer, saw Volvo Car South Africa placed eighth overall (three places better than in 2015) and with an improved year-on-year score for the third year running. This at a time when the overall industry trend is on the decline.
Jeff Hudson, Aftersales Director at Volvo Car South Africa, comments: “We are really delighted with our achievement. As the manufacturer, to be rewarded with this honour by our dealer network is a really fantastic achievement. We respect that they hold us in high regard and will continue our relentless efforts to enhance their dealings with us – because there is always room for improvement.”
The survey cited several key areas in which Volvo Cars dealers are highly satisfied, including open and honest communication, trust in leadership, belief in an effective CSI management programme, access to an accurate and fair vehicle ordering process (also linked to stock availability), a sound warranty claim process, and highly favourable parts availability and delivery.
“We strive on a constant basis to maintain a good relationship with all our dealers,” comments Volvo Car South Africa Sales & Dealer Network Director, Pravin Harinarayan. “With clear channels of communication, an ‘open door’ environment and our commitment to provide our dealers with the best possible service, continuous improvement is the common goal on all fronts.”
Also view:
Vehicle Finance, Car Insurance and Road Safety
Buying and Selling a Vehicle – Informed decisions and the Vehicle Retailer