The Daily Tribune <<< Without Fear or Favor >>>

»HEADLINES

»NATION

Toyota ranks No. 1 in JD Power customer satisfaction

01/13/2009

Toyota Motor Philippines Corp. (TMPC) ranked number one in customer satisfaction with authorized dealer after-sales service, according to the JD Power Asia Pacific 2008 Philippines Customer Satisfaction Index (CSI) Study released in Singapore.

Taku Kimoto, general manager for Philippines at JD Power Asia Pacific, Singapore presented the award to Hiroshi Ito, TMPC president during their Customer Service Committee meeting held last Nov. 28, 2008 at the Palms Country Club in 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, JD 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, TMPC Customer Service manager.

Now on 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 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.

Headquartered in Westlake Village, California, JD Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on boat ratings, car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.