- Mitsubishi Motors SA was awarded as the regions best performing distributor in the After Sales – Customer Experience category.
- A consistently high after sales performance has resulted in a third consecutive award in this category.
- The survey measures a variety of customer engagements in the after sales journey.
Mitsubishi Motors South Africa was presented with the Top Performer award in the After Sales – Customer Experience category at the brands 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 Program 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 are also the only country in the MMME region to accomplish this.
“This result and our consistent performance over the last three years is a testament to the dedication and commitment of the MMSA team as well as our entire dealer network, who continuously work hard at improving service levels and making each and every service experience memorable, during their interactions with our valued customers,” says Steven Terblans (General Manager Aftersales at Mitsubishi Motors SA).
Attributes measured include service initiation, service advisor, in-service experience, vehicle pick-up, service quality and digital aspect. An in-depth survey focusses on all the customer touch points under each of these attributes.
The comprehensively structured programme tracks improvement at each attribute level, with different weightings according to the importance of the attribute to the customer, which assists with isolating the brand effect.
“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.
“Surveys and programmes like this are extremely valuable as they allow us to recognise our strengths, allowing us to maintain, invest and build on those characteristics. We are also always looking for ways to improve and the feedback received from this programme is vital in this journey as it gives us indirect feedback from our customers allowing us to identify areas where our service levels still need refining,” concludes Allison.
Mitsubishi Motors SA are in the midst of a complete range revitalisation. The Triton and Outlander were recently launched in SA and customers can look forward to exciting new model launches throughout the year, including the arrival of the much-anticipated Xpander Cross.
