Volkswagen recognised as the leader in customer service

  • Volkswagen announced as overall winner out of 135 brands
  • Audi takes third place overall
  • Volkswagen comes first in automotive industry category

Volkswagen has been announced as the overall winner of the 2016/17 Ask Afrika Orange Index Award. The Ask Afrika Orange Index Awards, first launched in 2001, measure and recognise consumer satisfaction across 32 industries. Audi came third in the overall category, thus giving Volkswagen Group South Africa (VWSA) two spots in the top three.

The Index measures and tracks 135 brands in South Africa to obtain accurate overall and emotional customer satisfaction. For the 2016/17 Awards, 15 000 face-to-face interviews were conducted and over 500 000 random calls were made. The selections were made randomly and no lists were used.

Volkswagen also came first in the automotive industry category.

Carla Wentzel, General Manager: Sales and Marketing for Volkswagen Passenger Brand said: “Volkswagen is passionate about customer service. As a brand, we put enormous efforts to continuously delight our customers.”

“The recognition of the Volkswagen brand as the overall winner means a lot to our brand especially our dealers; who interact with customers on a daily basis. Volkswagen is about people, and good customer experience is about connecting with them. Customer service talks to Volkswagen brand values,” added Wentzel.

Andrea Gevers, CEO and Founder of Ask Afrika said in her address: “Customer service is a direct reflection of company leadership. Today’s winners are all examples of CEOs who lead by example. People-centricity creates high performance companies and their (CEOs) behaviour builds trust.”