Your feedback makes a difference

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