For the third straight year, Hyundai Asia Resources, Inc. (HARI) Commercial Vehicles (CV) was recognized by Hyundai Motor Company (HMC) as the Best in Aftersales Operations 2020. Hyundai Philippines’ commercial vehicles aftersales beats over 50 other distributors of Hyundai Trucks and Buses worldwide.
The recognition was based on several criteria, covering service operations, warranty, quality information rating, network coverage, quality of technicians, and parts.
Setting the global standard in customer service, Hyundai Philippines’ commercial vehicles aftersales also took home the Hyundai Customer Index Top Score 2020 with a Net Promoter Score (NPS) of 91 out of 100 or 44% higher than the worldwide network average. NPS measures customer experience and future business growth. A high NPS indicates that customers have been converted into loyalists who will keep on buying Hyundai CV products and recommend these to others.
“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.
This is 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.
In recent months, HARI CV has launched 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.
Hyundai Philippines’ commercial vehicles division was also the first to launch COVID-ready commercial vehicles using the HD-36 medium truck and the HD-50S Modern Jeepney Class-2 in May. These feature contactless payment, individualized seating, dividers, and holders for sanitation supplies.
“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 initiative to pump prime the economy. 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,” concluded Ms. Agudo.
HARI currently has 14 dedicated CV dealerships and sales centers nationwide.