Toyota ranks No.1 in JD Power Customer Satisfaction
Toyota Motor Philippines Corporation ranked number one in customer satisfaction with authorized dealer after-sales service, according to the J.D. Power Asia Pacific 2008 Philippines Customer Satisfaction Index (CSI) Study released in Singapore in September.
Taku Kimoto, general manager for Philippines at J.D. Power Asia Pacific, Singapore presented the award to Hiroshi Ito, TMPC President during their Customer Service committee meeting held last November 28, 2008 at the Palms Country Club in Alabang, Muntinlupa City.
From left to Right: TMPC president Hiroshi Ito received the J.D. Power CSI Award as presented by Taku Kimoto, GM for Philippines, J.D. Power Asia Pacific, Singapore at the Toyota Customer Satisfaction Meeting held last November 28 at Palms Country Club, Alabang, Muntinlupa City.
TMPC garnered a total score of 843 points, six points above industry average. "It is an honor to receive the highest ranking from one of the most credible automotive industry studies, J.D. Power. We made a lot of improvements in terms of customer satisfaction for the past year. Coming from the number four position last year, our efforts have generated very positive feedback from our customers, we are very happy that we are making our customers happy. On behalf of TMPC, I would like to thank each and every member of the Toyota Dealer Network in the Philippines. As front liners, a huge part of this award is due to their hard work, dedication and commitment to raise customer satisfaction to the highest level," expressed Josephine Villanueva, Customer Service Manager, TMPC.
Now in its eighth year, the study measures new-vehicle owner satisfaction with the after-sales service process by examining dealership performance in seven factors. In order of importance, they are: problems experienced; service quality; user-friendly service; service delivery; service advisor; service initiation; and in-service experience. CSI performance is reported as an index score based on a 1,000-point scale. Overall customer satisfaction shows improvement with a score of 837 this year-an increase of 23 points since 2007.
The 2008 Philippines Customer Satisfaction Index (CSI) Study is based on the responses of more than 1,400 new-vehicle owners who purchased their personal-use vehicles between September 2006 and June 2007 and took their vehicle for service to an authorized dealer or service center between September 2007 and June 2008.