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Toyota Customer Satisfaction Survey Program 2010

Saturday, February 20, 2010

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

Toyota Hybrid Forklift

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

"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."

Toyota Forklift

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.

posted by blogger, 3:50 AM