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2006 Annual Synovate Quality Awards

Based on the largest customer survey in the South African automotive market, the Synovate annual Competitive Customer Satisfaction Index (CCSI) survey includes interviews with more than 55 000 new vehicle owners.  For additional information visit www.synovate.co.za.

The annual quality awards focuses on the winners, but one should rather focus on the losers.... 

How did Volkswagen meet up in quality against other brands?

Passenger Vehicle Quality Rankings (74 models)

Volkswagen's response to the results:

The automotive client services director at Synovate, Richard Rice, said owners of new Chicos experienced, on average, at least 3.2 problems within the first three months of getting the car.

Based on the number of Chicos sold last year, 27000, Volkswagen would probably have recorded 86400 complaints.

Volkswagen’s general manager of communications, Bill Stephens, said he was unable to comment on whether the Chico was the worst car on the road, saying this depended on how one interpreted the survey figures.

“Quality remains a key focus area for us and the same applies to all our brands.”

He admitted, however, that there was “room for improvement”, adding that it was more difficult to maintain quality control on older-model cars still in production.

• Mr Stephens, how does Toyota maintain quality standards on the Tazz if older models pose a problem?

• Surely it should be easier to achieve high quality standards when you have 21 years experience in building the model?

• If old equipment are to blame, why not replace it if you wish to continue manufacturing a model and gain profits from it?

• How do you explain the poor results of new VW models then?

 ~Webmaster~

He said the Chico continued to be a popular brand, with a staggering 320000 sold since its introduction in 1985.

“Last year, in fact, we had record sales with over 27000 sold and we hope to exceed that this year by selling 29000. Our customers are loyal but, I emphasise, we do not take issues of quality for granted.”

Source

Quality Awards: