The Toyota Material Handling U.S.A., Inc. (TMHU) annual 2010 Voice of the Customer (VOC) survey program reports record high customer satisfaction levels for Toyota service and parts and willingness to recommend a Toyota lift truck dealer. Survey findings show consumer satisfaction scores reaching above the 90th percentile across all categories for the third consecutive year.
For 2010, 95 percent of those surveyed reported they would recommend their Toyota Industrial Equipment dealer, and service and parts results revealed an overall customer satisfaction rate of 94 percent. Both the sales and delivery and product experience surveys resulted in high rates of 92 percent satisfaction. In addition, 90 percent of respondents indicated they would repurchase a Toyota lift truck in the future.
“Because customer satisfaction is a top priority at Toyota, we monitor these survey results very closely,” said Terry Rains, vice president of aftermarket sales for TMHU. “These scores are particularly meaningful because they demonstrate how Toyota has maintained and grown its strong connection with customers. The results provide valuable feedback for our continued goal to deliver quality products and exceptional dealer service.”
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