The UK Customer Satisfaction Index has ranked Toyota as the highest automotive company in their July 2020 edition of the bi-annual index.
Toyota is ranked at 19th overall, an improvement of 20 places from the previous Customer Satisfaction Index. In addition to being the highest-ranking automotive company on the list, Toyota takes a top-20 spot among all the British businesses represented in the independent survey.
Toyota managed the highest scores in four out of the five index sections including: Experience, Customer Ethos, Emotional Connection and Ethics. Factors such as Toyota’s five-year/100,000-mile new vehicle warranty, transparent service pricing, investment in web-based services, and retail network initiatives all contributed to overall customer satisfaction.
This achievement in the UK Customer Satisfaction Index reflects the core focus of Toyota on delivering complete satisfaction and keeping pace with changing customer priorities in all aspects of their relationship with the company. Whether that is through the services it provides, how it communicates with customers, the kind of products it offers, and its performance as a business that is open, honest, and cares about its customers.
Robin Giles, Toyota (GB) Customer Services Director, said: “The latest index results are a great reward for the huge efforts invested by everyone at Toyota, particularly by the teams working across our national network. Achieving complete customer satisfaction is central to what we do as a business, but it isn’t a fixed target. Instead, we have to constantly improve and adapt the way we work to make sure we keep perfectly aligned with customer preferences and expectations.”
Toyota initiatives such as ‘Best Retailer in Town’ have seen significant investment in skills, technical capabilities, and customer handling across its UK network.
The required standards for new dealers now include customer handling and the way in which retailers will take ownership of issues to resolve any problems promptly and to the customer’s satisfaction. All of which helps Toyota build a strong and reliable reputation with customers, both past present and future.