In Ipsos’ latest CX-focused white paper based on ground-breaking research, Chief Research Officer, Jean-Francois Damais, reveals the five building blocks of an emotional customer-company connection and how they vary in importance by sector.
The Volkswagen and Audi brands have again dominated the top positions in the latest automotive customer care survey conducted by Ipsos in South Africa. This research, based on interviews with more than 20 000 customers in 2017, covered both purchasing and servicing experiences.
Vehicle owners in South Africa continue to enjoy top class levels of customer service for both the buying and servicing experience they get from local franchised dealers together with relevant vehicle manufacturers or distributors. This is evident from the latest edition of an annual customer (experience?) survey conducted by global research company, Ipsos, the third-largest global research company.
The Ipsos vehicle quality survey underwent a major revamp in 2015 when its scope was extended to include vehicle design aspects as highlighted by owners, in addition to the ‘defects only’ approach of the previous survey structure.
Toyota collected ten gold awards in the various categories, compared to eight for Nissan, six for Volkswagen, five for Audi, two for Ford and one each for Opel and Renault.
The way in which the South African motor manufacturers and dealers continue to improve the customer purchasing and servicing experiences every year continues to impress.
Audi and Volkswagen continue to be the pace-setters in the Ipsos Competitive Customer Experience survey in South Africa covering the 2016 calendar year. The success of these two brands has been extremely consistent for several years now.
