Toyota is highest ranked automotive manufacturer in UK customer service survey

Toyota is the highest ranked organisation in the UK automotive sector for customer service and trust, according to the July UK Customer Satisfaction Index** (UKCSI) – a twice-yearly independent report published by the Institute of Customer Service*.

The survey findings are mirrored by the current Toyota Fanatics UK advertising campaign which highlights the quality of Toyota’s aftercare service. The campaign shows Toyota’s market-leading service being so extraordinary that customers deliberately create reasons to return. It is running across Video on Demand, Digital Out of Home, Radio, Display, Social, and Search and can be viewed here: https://youtu.be/fLF2nUWHY-Y

Toyota is among 278 organisations that received a UKCSI rating for strong levels of customer service and is the highest ranked organisation in the auto sector, achieving a score of 83.6 out of 100, representing more than a 2-point increase on its July 2024 score of 80.1.

In terms of the UKCSI overall scorecard measure, Toyota was the highest scoring auto company for emotional connection (85 out of 100), customer ethos (84) and customer experience (83.5). It was also the highest scoring auto company for specific satisfaction measures for ‘helpfulness of staff’.

Toyota’s mission to deliver business the way the customer wants was endorsed by the company receiving the highest auto company score for ‘ability to interact in the way the customer prefers’, ‘caring about customers’, and ‘designing the experience around its customers’.

The survey results bode well for Toyota’s future, as the company scored highest for the customer being ‘likely to recommend’ and ‘likelihood of re-purchasing’.

Rob McKendrick, Director, Customer Services for Toyota GB, commented: “The survey results reflect the tremendous efforts made by our centres across the UK to ‘Go Beyond’ in terms of the products and service we provide. Achieving such strong levels of customer satisfaction and building long-lasting relationships with our customers provide a firm bedrock for business growth in the future; we’re going to build on this and continue to look for new ways to do business the way customers want.”

ENDS

Notes to Editors.

**The UKCSI is based on an online survey of more than 15,000 UK adults. Scores are expressed as a number out of 100, based on customers’ responses on more than 25 measures covering customer service experiences in terms of employee professionalism, product/service quality, ease of dealing with the company, timeliness, complaint handling, attitudes towards trust, reputation, an organisation’s customer ethos and ethical behaviour.

*More information about the Institute of Customer Service and its reports can be found here: https://www.instituteofcustomerservice.com/