VW GROUP TOP IN CUSTOMER SERVICE: This latest Ipsos SA vehicle survey shows VW and Audi are leaders in the field of customer care. Image: Wheels24
Cape Town - The Volkswagen Group may have problems with its image due to its role in the global 'Dieselgate' emissions scandal but in South Africa, VW and Audi are leaders in the field of customer care, reports the latest Ipsos survey.
The survey involved interviews with 23 000 people who purchased new vehicles or had them serviced in 2015.
Audi received a platinum award for sustained customer satisfaction in both passenger car purchasing and servicing experience, having won gold awards each year 2012 - 2015. The Volkswagen brand received a platinum award for the purchasing experience for cars and LCVs from 2012-2015.
Other automakers to receive platinum awards include Isuzu for LCV purchasing, while Toyota and Nissan received these awards for LCV servicing during the 2012 - 2015.
Passenger car purchasing: 2015
Gold awards - Audi and Volkswagen.
Silver - Chevrolet, Mercedes-Benz, Nissan, Opel and Toyota
Bronze - Ford, Honda, Lexus and Renault.
The outstanding level of customer satisfaction in terms of the LCV purchasing and servicing experience in South Africa is underlined by the fact that four brands – Isuzu, Nissan, Toyota and Volkswagen - won gold awards for purchasing and three – Isuzu, Nissan and Toyota – won gold for servicing in the 2015 survey.
Chevrolet and Ford gained silver awards for purchasing, while Chevrolet and Volkswagen earned silver for servicing. Ford was the only recipient of a bronze award for LCV servicing.
Patrick Busschau, the Ipsos SA Automotive Business Director, said: "The achievements by the industry overall in our ongoing study over the past four years have been outstanding and are a tribute to staff at the manufacturers’ head offices who are responsible for training and supporting the dealers as well as for the commitment of the dealers themselves. In particular the consistent excellence of Audi, Isuzu, Nissan, Toyota and Volkswagen brands must be highlighted for special praise.
"It is amazing how the retail industry manages to lift the bar ever higher each year."
Passenger cars and LCV rankings over time: 2012 - 2015