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Your feedback makes a difference
It's a part of our DNA to go to the source to continuously improve our processes. For us, it's important to understand how you feel about our sales, service, and rental performance. Therefore we send out surveys after we had an interaction with you.
What is the Quality survey?
The quality survey is our most important tool to understand how our customers feel about our sales, services, and rental performance. The survey is sent out to continuously monitor customer satisfaction and to collect quality feedback. 2000-2500 surveys are completed by our customers every month and we act on every feedback;
- Contact customers to sort out issues
- Report internally, what our customers are telling us
- Use the information to improve our processes
Our Net Promoter Score
Net Promoter System is a worldwide standard to measure, understand and improve customer experience. Our Net Promoter Score is divided between Service, Sales and Rental. Below you can see how we perform within each area.
0
Service
0
Sales
0
Rental
What are the benefits?
A higher level of satisfaction in your cooperation with us;
- Share your opinion on Toyota's performance
- Get immediate feedback and support on issues and questions
- Improved experience on your next service, sales or rental interaction
For us, it supports our strategy - Quality in everything we do.
The process
We meet
After every contact point, you'll receive a survey. The survey is in fact is an entire quality programme, to improve our next interaction with you.
Your response
The survey contains a number of questions to help us understand your level of satisfaction after our latest contact with you. It only takes 2-3 minutes to complete, and your feedback can help us make a difference.
We act
When you've answered the questions in our survey, one of our Toyota managers will act promptly on your feedback.
We improve
We do immediate follow-ups and take action if an issue is addressed, this way, we can ensure you that we continuously improve our processes.
Frequently asked questions about our Quality survey
It is our most important tool to understand how our customers feel about our sales, service and rental performance.
It’s part of our DNA to continuously improve. This is why we ask our customers for their honest feedback, to improve our services. The quality survey is a part of a bigger quality system within Toyota.
Our main goal is to improve your experience on your next service, sales or rental interaction. You get immediate feedback and support on issues and questions, and you have the opportunity to share your opinion on Toyota’s performance.
It gives more information on the relationship we have built with our customers and how they perceive our services. If concerns or questions are addressed in the survey, we contact the customer to discuss, understand and solve the issue.
We evaluate what you think about our performance, behaviour, and quality of the job, in a couple of questions. We ask you to rate on a scale of 1-5 with 5 being very high. We also ask the commonly used NPS question which is on a scale from 0-10.
The survey is sent out only if we have had an interaction with you. It is sent out at the most every third month via email. In this way we avoid too many surveys to be sent out.
It will only take you 2-3 minutes to complete the survey.
There will be an immediate follow-up & action if an issue is addressed, and we normally get back within 48 hours. Positive feedback is forwarded to encourage teams and individuals. Also, processes are improved to prevent issues from recurring (Kaizen).
Yes, you can change the frequency, or unsubscribe, through a link in the survey invitation letter.
Net Promoter Score is a customer loyalty and satisfaction measurement, taken from asking customers how likely they are to recommend your product or service to others on a scale of 0-10.
The Net Promoter System is the entire quality system that follows this customer loyalty question. It includes active follow- up with dissatisfied customers, but also improvement of the overall customer satisfaction and loyalty based on feedback received.
In the Net Promoter System, customers are categorised into three groups – promoters (rating 9-10), detractors (rating 0-6), passives (rating 7-8). When calculating the score, the percentage of detractors is subtracted from the percentage of promoters. Passives are excluded.
Example of 10 customer replying to the NPS question: 7 promoters (70%), 1 Detractor (10%), 2 Passives (20%)
70%-20% = NPS 50
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