Which bakkie should I buy?

Owning and living with a bakkie is more than just walking into a dealership and paying for your truck. Your experience of and with the dealership can make or break your attitude to your bakkie and the brand.

If the purchasing and servicing experience is important to you this is going to help you decide which brands to look into.

The best buying and servicing experience is measured continuously by an independent research company, called Ipsos, for the industry.

Historic data

The owners of light commercial vehicles (LCVs) in South Africa are getting a very good deal in terms of their purchasing and servicing experience according to the results of the 2015 Ipsos customer satisfaction market research of the local automotive industry.

The good level of customer satisfaction in terms of the LCV purchasing and servicing experience in South Africa is underlined by the fact that four brands; Isuzu, Nissan, Toyota and Volkswagen, won gold awards for purchasing and three; Isuzu, Nissan and Toyota  won gold for servicing in the 2015 survey. So the top brands to own are Isuzu, Nissan and Toyota.

Chevrolet and Ford got silver awards for purchasing, while Chevrolet and Volkswagen earned silver for servicing. Ford was the only recipient of a bronze award for LCV servicing. This may be down to the massive growth of their market share last year.

The results of the survey are subjected to four separate checks and balances or so-called quality gates to ensure validity.

bakkie sales q

The servicing winners are:

bakkie servicing

“These 2015 figures are absolutely outstanding,” commented Patrick Busschau, the Ipsos SA Automotive Business Unit Director. “The very impressive results show that both the buying and servicing experience provided by dealers franchised by the participating brands in South Africa is world class.

“Buyers of light commercials are also not short-changed from a product, as well as a sales and after-sales experience perspective, and this is very important in view of the large number of people who now buy top end LCVs for both personal and leisure use. They pay a lot of money for many of these vehicles, which are now competing with mid to high-end SUVs in the quality and comfort stakes, and it is good to see that the manufacturers, importers and dealers are putting a lot of focus on providing excellent service to those buying and operating LCVs. The Isuzu, Nissan, Toyota and Volkswagen brands, in particular, in the LCV segment are to be commended for the consistently excellent service delivery when customers purchase or service these vehicles”.

Servicing over time

The servicing experience has improved over time as can be seen from the graph. Satisfaction has increased from 80% to 90% over the last few years.

Latest data from 2018

Bear in mind that this research is always a year behind and many bakkies have been upgraded or renewed in the last 12 months. This is just a rough guide as to the perceived quality.

In the graph below the lower the score the better.

The smaller bakkies have the disadvantage that they are noisier and have smaller engines. It is actually wrong to compare them with the bigger bakkies.

Safe motoring.

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IPSOS South African 2015 Vehicle Product Quality Awards

Ipsos customersThe IPSOS 2015 Product Quality Awards includes vehicles sold from January to December 2014 by manufacturers and distributors responsible for more than 83% of the country’s annual sales volume. The awards used to be known as the Synovate Awards.

The research is actually more geared to manufacturers for their own internal evaluation and monitoring of problems and improvements.

Lexus ES is the best car in SA, judged by problems per 100 vehicles, with only 10 pp 100.

Ipsos

 

The research of the customers’ ownership experience follows a syndicated format with various manufacturers and distributors contributing ideas and funding. Any motor company can participate if they supply names for interviewing, agree to the rules of syndication and participate in meetings and decisions regarding the syndicate business in a transparent and open manner.

“Once again we have seen a marked improvement in quality during 2014, despite growing technological complexity in vehicles” commented the Ipsos Automotive Business Unit Director, Patrick Busschau. “Customers in South Africa are becoming increasingly demanding where product quality and general service levels are concerned, but the local motor industry continues to keep raising the bar or at least remains on a very high level.”

ipsos what

The surveys have three components: a competitive customer experience benchmarking measurement of the sales and service satisfaction of customers within franchised dealership networks, and a benchmarking of product quality with rankings based on problems per 100 vehicles (PP100).

Toyota did well in the latest study, especially its light commercial vehicle range.

Toyota received Platinum Awards for Best Overall LCV Brand (PP100 score of 33), Best One Ton Double Cab LCV Brand (PP100 score of 34) and Best Local Plant Manufacturing LCVs (PP100 score of 31) in the latest results. Toyota – together with Kia – is also awarded with Gold as the Best Volume Passenger Car Brand with a PP100 Score of 31) and – along with Mercedes-Benz – was ranked first as the Best Local Plant Manufacturing Passenger Cars, with a PP100 score of 25.

Mercedes-Benz  received a Gold Award as the Best Luxury Passenger Car Brand (PP100 score of 26), but after four consecutive Gold Awards, the E-Class was recognised as the Best Top Executive Model (PP100 score of 17) and received a Platinum Award.

The A-Class received a Gold Award as the Most Improved Luxury Passenger Car (PP100 score of 22, compared to 39 in 2014). As mentioned before, it ranked alongside Toyota as the Best Local Plant Manufacturing Passenger Cars with a PP100 score of 25.

Ipsos Quality

The Volkswagen Polo Vivo Hatch was the highest-ranked Entry Vehicle with a PP100 score of 30. With a PP100 score of 25 each, the Kia Rio Hatch, Honda Jazz and Toyota Yaris Hatch led the Small Hatch category.

The Top Hatch Gold Award winner was the Toyota Auris (PP100 score of 19), with the Chevrolet Sonic Sedan (24) and Nissan’s Almera (26) pipping their competitors to the post for Gold in the Small Sedan category.

Ipsos problemsThe Lexus ES (10) was the best Medium Sedan, the Audi A3/S3 Sedan (22), Nissan Sentra and Toyota Corolla (both on 23) were top of the Top Sedan log and the Mercedes-Benz E-Class (17) won the Top Executive Vehicle. Mercedes-Benz also scooped the Sports Coupé class with the C-Class Coupé (13).

The Toyota Avanza (24) was the best MPV, with the Volkswagen Tiguan (13) rated as the best Small Recreational Vehicle and the Audi Q7 (13) as the best Large Recreational Vehicle.

Nissan and Toyota were the clear leaders in the LCV categories. The Nissan NP200 (45) received a Gold Award as the best Three-quarter Ton Vehicle, the Nissan Hardbody Petrol Double Cab (24) was the best Petrol Double Cab and the Nissan Navara Diesel Double Cab (24) the best Diesel Double Cab. Toyota’s Hilux Single Cab was the best Petrol Single Cab (26) and best Diesel Single Cab (31).

The Nissan NP200 (45) and Chevrolet Utility shared Gold in the Three-quarter Ton category, while the Ford Ranger Diesel Single Cab’s PP100 score of 33 was enough to earn it gold in the Diesel Single Cab category.