Wednesday, January 27, 2010

TOYOTA SCORES HIGH IN ANNUAL CUSTOMER SATISFACTION SURVEY PROGRAM

(January 27, 2010) – The Toyota Material Handling U.S.A., Inc. (TMHU) annual Voice of the Customer (VOC) survey shows customer satisfaction levels with Toyota sales and delivery, service and parts, and overall product experience through Toyota’s dealer network in the 90th percentile.

For 2009, the sales and delivery survey results reveal a customer satisfaction rate of 93 percent, up from 92 percent the previous year. Both the service and parts and product experience survey results remain unchanged with a high customer satisfaction rate of 93 percent. In addition, 94 percent of respondents indicated they would repurchase a Toyota, up from 92 percent last year.

"Customer satisfaction is extremely important to us," said Terry Rains, vice president of aftermarket sales for TMHU. "These scores are especially meaningful because they demonstrate we have gained and maintained our customers’ approval and loyalty."

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Managed by a third-party vendor, the VOC program has tracked survey responses from Toyota lift truck customers since 2003. Over the course of 12 months, customers receive three surveys to assess their satisfaction with their sales and delivery, service and parts, and product experience. As customer survey data is collected, statistical analysis tools are used to better understand and define which performance attributes are most important to Toyota customers. These techniques reveal more about the key drivers of satisfaction and where dealers should spend their energy to improve overall customer satisfaction.

Toyota’s VOC survey program remains one of the most thorough and reliable in the industry. Survey responses are uploaded daily to the VOC Web site, where both Toyota and dealers  can access the information to evaluate and proactively respond to customer needs.

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