Hyundai Motor Co. of Korea awarded last week Hyundai Asia Resources, Inc. Commercial Vehicles (HARI CV) Best in After Sales Operations, besting 50 other distributors of Hyundai trucks and buses from around the world. It marks the third straight year that HARI’s CV department bagged this prestigious award.
Setting the global standard in customer service, HARI also took home the Hyundai Customer Index Top Score 2020 award, garnering a Net Promoter Score (NPS) of 91 out of 100, which is 44 percent higher than the worldwide network average.
“We are truly honored to receive these awards, especially during these trying times, since they highlight HARI’s promise to meet and exceed customer expectations. More importantly, it confirms that Filipino customer service, ingenuity and malasakit are a cut above the rest. This is a win we should all be proud of,” HARI President and CEO Ma. Fe Perez-Agudo said.
The Aftersales Operations 2020 recognition was based on several criteria, covering service operations, warranty, quality information rating, network coverage, quality of technicians, and parts while the NPS rating measures customer experience and future business growth. Thus, a high NPS indicates that customers have been converted into loyalists who will keep on buying Hyundai CV products and recommend these to others.
HARI currently has 14 dedicated CV dealerships and sales centers nationwide.
These two recognitions, Ms Agudo said, serve as another milestone for HARI since it was granted the sole distributorship of Hyundai Trucks and Buses in 2016. “In 2017 and 2018, HARI bagged the Regional Distributor of the Year awards. Other citations include the 2017 Regional Excellence Award for Asia & Pacific for ‘rapid growth and unparalleled brand loyalty’. HARI CV service technicians also brought home the gold in the 1st Hyundai Truck and Bus World Skill Olympics held late 2018 in South Korea.”
As coronavirus pandemic disrupted markets and increased uncertainty, HARI CV in recent months, has initiated several programs aimed at restoring customer confidence. These include the Hyundai Guidelines for Protection and Safety (GPS) which ensures the health and well-being of its personnel, business partners, and customers across its facilities and dealerships. Under GPS is the Hyundai ARMOR (Active Response, Management, Operations, and Resumption) program which applies globally-prescribed health and sanitation measures at dealership service bays and mobilizes the company’s enhanced online resources to maximize contactless transactions.
HARI also has its continuing Call for Service Inspection (CSI) which has service personnel visiting CV customers to inspect and maintain their Hyundai Trucks and Buses.
First to introduce
HARI CV was also the first to introduce to the market, COVID-ready commercial vehicles when it launched last May, the HD-36 medium truck and the HD-50S Modern Jeepney Class-2.
These vehicle models feature contactless payment, individualized seating design with dividers and holders for sanitation supplies.
Ms Agudo said: “This pandemic has stressed the need for public transport modernization and more efficient logistics, which are critical to sustaining the government’s “Build, build, Build,” program, which seeks to accelerate infrastructure spending and develop industries that will yield robust growth, create jobs and improve the lives of Filipinos. With our world-class trucks and buses backed by the best after-sales service, we aim to be at the forefront of this economic revival.”
Charles E. Buban is an old timer in the Philippine automotive journalism scene. He first started covering the automotive beat in 2003, writing news and reviews of new models and car tech, among other car-related stuff. When not writing about cars, he could often be seen riding his mountain bike or doing long walks in the hope of catching a couple of legendary Pokemons.