Toyota retains top automotive manufacturer position in UK customer service survey
Toyota’s commitment to putting the customer at the heart of its business is reflected in the company retaining its position as the highest ranked automotive manufacturer in the latest UK Customer Satisfaction Index** (UKCSI) – a twice-yearly independent report published by The Institute of Customer Service*.
It is the third time consecutively that Toyota has secured the top UKCSI ranking among auto manufacturers. The company achieved an overall score of 84.6 out of 100, an increase on its respective scores of 83.6 and 80.8 in July and January 2025.
In terms of the UKCSI overall scorecard measure, Toyota was the highest scoring auto company for customer experience (84.5 out of 100), customer ethos (85) and emotional connection (85.1). It was also the highest scoring auto company for specific satisfaction measures including ‘product service and reliability’, ‘communication and being kept informed’ and ‘staff expertise’.
Toyota’s customer-first ethos was reflected in the fact that the company received the highest auto company scores for, ‘caring about customers’, ‘designing the experience around its customers’ and ‘ability to interact in the way the customer prefers’. The company also scored most highly among auto manufacturers for being a company the customer could trust and would recommend.
In a separate Institute of Customer Service independent Trust survey¹ of 2,000 consumers, Toyota achieved a score of 84.9, which is significantly higher than the benchmark average company score of 77.5.
Rob McKendrick, Director, Customer Services for Toyota GB, commented: “Our survey results are a real testament to the dedication of our centres across the country, which consistently work hard to do business the way our customers expect and to deliver excellence in both our products and our services. It’s especially rewarding to see such strong scores for trust and likelihood to recommend — the true measures of customer satisfaction and long‑term loyalty.”
ENDS
Notes to Editors.
**The UKCSI is based on an online survey of more than 15,000 UK adults. It provides insight into the state of customer satisfaction in the UK for 13 key sectors, including automotive. Scores are expressed as a number out of 100, based on customers’ responses on more than 25 metrics including employee professionalism, product / service quality, ease of dealing with an organisation, timeliness, complaint handling and 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/
¹The ICS Trust survey took place between 25 November and 11 December 2025 and was conducted among Toyota communities.
