According to the 2018 IPSOS Quality Awards, Nissan is one of the most consistent and best performing brands when measured across sales and after-sales service and across passenger and light commercial vehicle categories. IPSOS is a global market research agency.
For this singular achievement, IPSOS awarded Nissan with Gold Awards in all of the measured categories. These are for the high level of customer service during the sale of a passenger vehicle, when servicing a passenger vehicle, during the sales process of a light commercial vehicle and when servicing a light commercial vehicle.
“A brand’s marketing promise feels empty when it is not backed up by good customer service. Nissan has made considerable strides over the past decade to become a customer service leader, and we will continue to work closely with our dealers to keep setting the industry standard,” says Mike Whitfield, Managing Director of Nissan Group of Africa.
The IPSOS ranking system was first introduced in 1991 and has evolved into the most comprehensive industry measurement of service quality in South Africa. Every year, the IPSOS team polls over 20 000 vehicle buyers to measure the quality of their sales experience, their impressions of their service experience and their overall ownership experience.
In its most recent report on the automotive industry, IPSOS noted that the industry has gradually improved its average service quality in all categories. This makes Nissan’s above-average performance even more notable.
“We are proud of Nissan’s clean sweep in the IPSOS report, especially since it mirrors other industry reports such as the NADA and Kinsey reports,” says Whitfield.
The National Automobile Dealers’ Association (NADA) recently reported an improvement of 3.1% in Nissan’s overall dealer satisfaction rating for both passenger and light commercial vehicles. These ratings include a host of different measurements, including the way Nissan supports its dealers, its communication with both dealers and customers and its availability of service parts.
Last year, the Kinsey Report on car part prices reported that Nissan offers some of the most affordable service and repair parts in South Africa. The report noted that the Nissan Hardbody, the highly popular NP200 and the Navara were among the most affordable pick-ups to service and repair, while the Datsun GO was the most affordable vehicle overall to service and repair.
“Nissan will continue to work hard to maintain its high service levels, while keeping the cost of service and repairs low. At the same time, we will introduce more new models, such as the award-winning new Micra, to offer the best possible choice to our customers,” says Whitfield.