In the context of harsh competition between truck manufacturers on the market, customer satisfaction is the most important factor. It also is the key factor to business results. Until now, Hino Motors Vietnam (HMV) is the leading brand truck on the market, thanks to the ongoing effort to hold for consumer confidence by product and service quality. This is reflected by the conversation between Xe & DoiSong with HMV customers. In this conversation, it is not easy to find out the point that customers are not satisfied with the products and services of HMV.
Hino’s first customer who Xe & DoiSong reporter saw his campaign is Mr Ninh Quang An – Deputy Director of Thong Nhat Construction Company in Ninh Binh.
Established and in operation since 1993, Thong Nhat specializes in building bridges, dams, roads … It constantly grows along with the economic development of Vietnam. The growth of Thong Nhat that the demand of investment equipment, construction machinery becomes urgent need. One of the biggest investment is in October, 2010, with the amount of tens billion. This investment equipped with 32 Hino vehicles, in which there were 30 dump trucks, GWV 15 ton, and 2 tank vehicles.
When the reporter asked what reasons Thong Nhat believes Hino brand like that, Mr Ninh Quang An said: “Before buying 30 Hino dump trucks we had to find out information very carefully. We also asked ideas of Hino truck users. Many people say that we should buy Hino truck because Hino trucks are very good, durable fuel efficient. In addition, we used many kind of cars and we also understand quite clearly the advantages and disadvantages of each type. So, when we decided fairly quickly and decisively to choose Hino brand. For more another reason, we also know that Hino has been a very famous brand in over the world (Smile)”
Thong Nhat’s head office is fairly large, including a workshop, parking lot with lots of construction equipments and machineries, but no Hino vehicle. When the reporter asked, Mr. An said “All of 32 Hino vehicles are being used for roadwork in Quang Tri. They are almost never break. Roadwork condition is very diverse, so the durability requirement of vehicles is our priority. That is why we decided to buy Hino vehicles. In particular, we never use Chinese vehicles. We not only use Hino dump trucks, but also use excavators, vibrating machines, bulldozers which are Japanese origin. Although their price is high but they are very durable.”
Thong Nhat’s facilities including hundreds of types of equipment, machinery, vehicles, … They also have a workshop with their technical staffs, so they rarely need the support from authorized dealers of HMV. Although the dealers are always ready. Mr. An also said, until now all of 32 Hino vehicles working in difficult conditions but no problems. The technical team duties are just regular maintenance, replacing fuel filter, oil filter…
The second customer is Mr. Le Van Phu, leader of Da Nang Cement Transport Company with over 30 years experience in the industry of transport. This company is using 8 Hino truck units. Mr. Phu said: “These trucks were bought 10 years ago by us. Up to now, there is no problems at all. Overall, Hino vehicles are very safe, fuel saving. Dearler’s service is good. When Hino has any promotion campaign, they also inform us. In the next time, our company is able to invest more vehicles and we still choose Hino trucks.”
Xe & DoiSong had more a chance to talk with representatives of the Urban Environment Company in Da Nang, which have more than 20 garbage collection trucks. Chassis-Cabin part of the 20 units are the product of Hino.
Similarly the second customer, Mr.Vinh – technical officer of the company does not have any complaints yet. “Do not mention body, the machine works very well in general. The leader of Da Nang city permits our company to buy about 10 garbage vehicles in the next time. And we are also finding out information and will probably choose Hino chassis – cabin. First, because we have used Hino vehicles for a long time, the previous models of other manufacturers had been replaced by Hino. So, we should continue to use Hino for our more convenient .” Mr.Vinh said
When the reporter asked more detailed criteria of the selected vehicle, Mr. Vinh said, “The technical standards are prescribed by the State, so I will not mention again. For years we have chosen Hino because of famous brand and durability. Besides, we are a urban environment company, so we also have to pay attention to emission problems and fuel consumption. Previously, when choosing vehicles, we also offer many such criteria, the result is that we choose Hino. I think Hino vehicles meet all the criteria.”
The interview customers in Da Nang is also the participation of Thai Thinh Nam Mien Trung Co., Ltd – a new 3S authorized dealer of HMV. During the conversation, the representative of Thai Thinh Nam Mien Trung continually asked and offered to give more support to the customers such as free checking for all Hino vehicles. Mr. Nguyen Van Bac – Director of Thai Thinh Nam said that their goal can provide the best service to customers. Not only HMV provides superior quality products, but also care customers with the best services. So, it is very difficult for most customers to answer the question “Which point of Hino the customer is not satisfied”.
