Toyota South Africa Motors (TSAM) dominated the 2018 Manufacturer of the Year (MOTY) Awards and even clinched the Leasing Category to become the overall winner by some margin.
The awards are overseen by the Southern African Vehicle Rental and Leasing Association (SAVRALA) whose car rental members manage over 70 000 vehicles while leasing members account for over 68 000 Owned/Funded as well as 250 000 managed vehicles per annum in South Africa.
Now in its 23rd year, MOTY recognises motor manufacturers that have provided SAVRALA members with the best-possible support and assistance. These awards are based on the results of a continually improved industry-specific survey comprising 38 criteria reviewed twice annually among 31 of the largest Rental and Leasing companies in South Africa.
Senior Vice President of Sales and Marketing, Calvyn Hamman, says: “We can’t thank our staff enough – including our strong dealer network, manufacturing plant and head office staff. We are particularly proud of this recognition as it shows our holistic approach in the way we do business.
“Toyota has won several awards in other sectors, including consumer, pre-owned, quality assurance as well as dealer network. The results from MOTY will also enable us to identify our strengths and work on areas that need improvement.”
Congratulating Toyota, SAVRALA President Winston Guriah
Questionnaires are completed by a panel of individuals who depend on and deal directly with each manufacturer. This results in obtaining an accurate, objective, unbiased and company-wide perspective of the service levels experienced.
Areas of evaluation scored by the Rental members include:
- Communication: Covering the timeous and accurate information on new models, pricing and vehicle delivery, as well as regular manufacturer contact – improved by 4.7%.
- Support: Assessing the quality of operational support and ability to accommodate industry specific requirements as well as timeous delivery of vehicles – improved by 2.6%.
- Maintenance: Rating the technical training, contact with the technical representatives, response to technical issues and warranty claims, dealer support, parts availability and flexibility on Goodwill and Policies – improved by 1.3%.
- Value: Covering the protection of residual value and pricing structures, under the current economic challenges – improved 1.3% above last year’s results.
- B-BBEE compliance: This area shows some modest improvement but remains an area of opportunity
The Overall Rental industry score this year improved by 2.6% from last year.
Areas of evaluation scored by the Leasing members, include:
- Communication / Marketing: Including regular visits, information on production issues, pre-launch and ongoing information – improved by 8.1%.
- Technical Support: Measuring the technical relationship as well as the provision of technical information and parts availability – improved by 9.4%.
- Financial: Looking at fleet pricing structures and discounts and residual value – improved by almost 8% since last year.
- Dealer Support: Including delivery issues and aftersales service – improved by 7.6%.
- B-BBEE compliance – This area shows some modest improvement but remains an area of opportunity
The Leasing survey showed improvement in all criteria measured, hence the improvement of 8% in the Leasing Industry score since 2017. While it is still well below the rental score, Guriah said: “It is clear that the manufacturers have taken up the challenge to improve their focus on the Leasing members. It is only a matter of time before the current gap between the two section scores is eradicated.”
Rental Results for 2018:
Toyota moved up from their second position last year to take top honours this year, pushing Volkswagen into joint second with BMW, which proved to be the wildcard this year. Renault, which was the most improved manufacturer in 2017, took third position, breaking into the Top 3 position for the first time.
Toyota also received the Value award, following their top score in this category on the Rental questionnaire.
BMW received the award for the Most Improved Manufacturer on the Rental side, while BMW won the Tutuka award, awarded to the automotive member who supplies lower and niche vehicle volumes to SAVRALA car rental members.
Leasing Results for 2018:
Toyota took the honours for the second year running by quite some margin, followed by Hyundai in second position and Volkswagen in third.
Toyota was also awarded the Value Award, having scored the best in the Financial Section of the Leasing questionnaire.
The award for the Most Improved Manufacturer in Leasing went to BMW, which managed to improve their Leasing score by 13.7% since 2017.
Best Representative Awards for 2018:
SAVRALA awarded BMW’s Queen Ramaliwa as its Best Rental Account Executive, while Ramatjitla Penyane from Toyota was voted the best Rental Technical Representative for 2018.
Best Leasing Account Executive was awarded to Jackie Grindrod from BMW, while Ramatjitla Penyane, from Toyota, was also voted the best Technical Representative to the Leasing Industry.