- Mitsubishi are on the brink of an extensive product rollout over the next 12 months.
- Thanks to a close collaboration with its dealer network MMSA have been able to excel at customer satisfaction throughout the consumer life cycle.
In the last five years Mitsubishi Motors South Africa (MMSA) have put a tremendous amount of effort into ensuring that their customer service, customer retention and positive brand image have been improved from their already high levels.
The result is that MMSA has been recognised as one of the star performers by Mitsubishi Motors Middle East & Africa (MMMEA) with a Platinum award, which is the highest award given to any distributor for the period under review. This accolade is awarded to countries competing in the parent company’s After Sales Business Excellence Program, which is conducted annually and represents service excellence by MMSA and its dealer network relative to other regions.
“Mitsubishi Motors SA aim to offer an extremely high-quality retail and ownership experience that dovetails perfectly with the premium and robust reputation that our range of vehicles are known for,” says Jeffrey Allison, General Manager: Marketing at Mitsubishi Motors South Africa (MMSA).
This latest achievement is a result of exceeding targets in After-Sales, which includes sub-categories such as Customer Satisfaction and Retention Improvement programs as well as Spare Parts and Accessory performance. The rewards process saw Mitsubishi Motors SA judged on a 1000-point system that is incredibly robust and sets the good apart from the great.
In 2021, in their first year of participation, MMSA achieved Bronze, this was followed by Gold in 2022 and now Platinum. Such rapid improvement in a short period of time is testament to MMSA’s approach to ‘Lifetime Customer Loyalty’ and the extraordinary growth that MMSA has achieved over the last few years.
Consistently high levels of performance in key areas such as Business Revenue, Business Development, Customer Experience and Operational Excellence saw MMSA improve once again and walk away with the Platinum award in 2023.
“Mitsubishi Motors SA’s strategy for continuous improvement includes high levels of Dealer Operating Standards within the dealer network and empowering them continue to deliver on high CSI standards. Our continual improvement in the last three years is testament to the collective effort of our Aftersales staff and the dealer network who truly embody the spirit of continuous improvement,” says Steven Terblans, General Manager: Aftersales at Mitsubishi Motors South Africa (MMSA).
Mitsubishi are entering an extremely exciting phase. The all-new Outlander has just been launched in South Africa and locally Mitsubishi are on the brink of an extensive product rollout that will see the brand refresh their entire line up in the next 12 months.
“Despite this latest achievement MMSA will most certainly not rest on our laurels and will continue to innovate in order to give our customers the best possible experience when interacting with our brand while offering them an extremely competitive product line-up,” concludes Allison.
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