ATL Automotive's Honda Division has won the HACE (Honda Automobile Customer Experience) "Best in Customer Service" Award for the Caribbean region for the fourth consecutive year. Representatives from American Honda presented the award to the company on a recent visit to Jamaica.
ATL Automotive beat 12 other countries in the Caribbean region.
In presenting the award, American Honda's Manager of Export Service Technical Operations Lou Juneman said: "It is our pleasure at American Honda to congratulate ATL Motors for achieving the highest award in customer satisfaction in the Caribbean region for the fourth year in a row. The 2012 HACE Customer Satisfaction award reflects the emphasis and attention ATL Motors places on taking care of our Honda customers. It is great to have business partners that not only grow the business but also take care of our customers -- that is the Honda formula for success. Congrats to the ATL team!"
Sean Ramsay, after sales manager at ATL Automotive Honda, says the award is indicative of the high level of satisfaction among customers.
"This award is truly heartening because it is our customers who have given us the thumbs up, demonstrating that our efforts are paying off. We recognise that aside from providing great products, customer experience and ultimately loyalty is very significant in growing a business," he said.
Steve Chin, service manager at ATL Automotive Honda, says the company continuously implements measures to improve the level of service offered.
"The voice of the customer is important so we value continued comments whether negative or positive. We have in place a Voice of the Customer (VOC) programme to enhance customer satisfaction. In this programme, Managers, Sales Consultants, service advisors and call centre agents speak with our service customers and use the information they receive to enhance the overall quality service delivery and build loyalty, making fans of our customers," he added.
David Rosen, president of ATL Automotive, said: "We have the best people in the industry working with us and they understand that we must make Unbeatable more than just a slogan; it's a way of life. I'm extremely proud of their efforts out there on the front line which has made an indelible mark in the minds of our customers who have always been at the centre of everything we do and that will never change."
HACE is the Honda programme that measures customer satisfaction. The voice of the customer through an online survey validates a job well done or identifies areas for improvement. The survey is independent of the Dealership and is administered by global marketing information services firm JD Power & Associates and sent to American Honda and scores tabulated for each dealership in the Latin America and Caribbean region.
The participants in the survey are both new car purchasers and service customers. For Jamaica, the report is done for both regular market (ATL Automotive Imports) and Grey Market.
The award is presented to the dealer that achieves the highest scores on American Honda's '3Ps' of premises/process, people and product.