Product and service labeling: PR3 - PR5

  • PR3 Type of product and service information required by procedures, and percentage of significant products and services subject to such information requirements.

    The group is committed to ensuring that all products sold have the certification, labelling, product and service information required by respective local laws. Products are essentially motor vehicles, plant, equipment and related use thereof. In principle, the information and labelling is the responsibility of the Original Equipment Manufacturers (OEMs). This information is conveyed to customers in handbooks, handover procedures and, where appropriate, displayed on the vehicle, plant or equipment.

    The group strives to ensure that all products have information and labelling as required by the respective local authority’s health and safety laws as well as those laws that pertain to safety and health in the mining sector, where applicable.

    Every product sold into the European Union has to be certified under Conformité Européenne (European Conformity) standards.

    Information also includes vehicle, plant and equipment operating procedures, maintenance procedures and service intervals and safety.

  • PR4 Total number of incidents of non-compliance with regulations and voluntary codes concerning product and service information and labelling, by type of outcomes.

    There were no incidents of non-compliance during the year under review.

  • PR5 Practices related to customer satisfaction, including results of surveys measuring customer satisfaction.

    Integrated Report 2014:

    Customer satisfaction is primarily gauged through a range of informal and formal surveying tools, including regular direct engagement with customers. 

    During the past year Equipment SA engaged with a number of significant customers identified areas to be addressed and developed related actions plans. A dedicated customer experience management (CEM) team conducts value surveys to optimise the customer experience.

    There are formalised KPI dashboards and SMR (Sales & Marketing Roadmaps), S&OPs (sales and operational process tracking) which are jointly monitored by the dealer principal and BWE BUs. These are updated several times per annum.

    Barloworld Equipment Iberia surveys up to 60% of repair customers in the month after the repair. They also conduct customer surveys on other parts of their business including Parts sales (similar target of reaching 60% of their customers), rental operations as well as machine and generator sales. The ‘Initial Purchase Survey’ is conducted by the principal, Caterpillar.

    In Barloworld Equipment Russia in addition to monthly customer surveys, Caterpillar conducts bi-annual customer surveys.

    All Automotive’s dealerships participate in external independent customer satisfaction surveys.

    These are normally conducted by OEMs. In addition, individual motor dealerships conduct their own surveys, particularly for their service departments.

    Many Barloworld dealerships received awards from their respective principals in recognition of their achievements.

    At Avis RAC, independent customer surveys are entrenched in our car rental operations which conduct over 3 000 independent interviews per month with scores that are generally above 90% and peaks of up to 91.3% in South Africa. Scores and targets have been improving steadily in recent years. Scores above 90% are considered excellent. In 2014 Avis Rent a Car received the Sunday Times Top Brands Award 2013, establishing them as South Africa’s leading car rental brand for the 11th consecutive year.

    Similarly, Avis Fleet Services monitor customer satisfaction with national average scores constant at around 90%.

    Logistics has an independent company conduct regular customer satisfaction surveys to determine customer satisfaction levels. The marketing team and client services teams also conduct regular customer satisfaction surveys and client feedback surveys. General market research, benchmarking and client reviews endorse the approach and services being provided.

    Handling operations have a number of customer interfaces including customer focus meetings, a variety of surveys and a call centre in South Africa.  Handling SA’s three types of customer surveys address equipment handover, service experience and service relating to parts. Agriculture operations in SA conduct customer surveys on a quarterly basis with current scores at around 94%. In Russia customer surveys are conducted by independent providers on a bi-annual basis. The 2013 CSI survey resulted in a score of 78%.

    Quality and customer satisfaction are elements of the ISO 9001 quality management system certification which is in place in our following operations:

    Avis Rent a Car: South Africa, Avis Luxury Division (South Africa), Botswana , Lesotho, Namibia and Swaziland
    Equipment Iberia: 100% of Iberian sites have ISO 9001 certification covering Sales, assembly and installations of engines (18 branches), Post-sales (six branches)
    Equipment South Africa’s Middelburg, Isando, BRC Boksburg, Belville, Durban, Bloemfontein, Botswana and Zambia. This represents approximately 60% of all Southern African sites.
    Logistics Middle East, Spain and Germiston (Illovo operations). This represents approximately 4% of all Logistics sites globally.

    Importantly, the operations use this information to improve performance; performance is also formally reported in management and executive and divisional board meetings.

    Full list of awards received by our operations during the reporting period.