Toyota in Europe

Complete CustomerSatisfaction meansdelivering beyondexpectations, listeningto customers, constantlyseeking to do thingsbetter, and going theextra distance to ensurethat owners feel positiveabout their Toyota vehicleat every stage of thecustomer experience.Complete Customer SatisfactionIn any competitive business, customer satisfaction is a toppriority. But for Toyota, it is merely the point of departure.Toyota’s goal is to turn customer satisfaction into “CompleteCustomer Satisfaction” (CCS), which means delivering beyondexpectations, listening to customers, constantly seeking todo things better, and going the extra distance to ensure thatowners feel positive about their Toyota vehicle at every stageof the customer experience.The secret to any successful relationship is mutual trust andloyalty. Toyota’s secret is that it spares no effort to earn this trustwith each and every customer. From design and productionto sales and after-sales service, every aspect of the customerexperience receives the same high level of consideration.At the heart of Toyota’s approach lies an uncompromisingcommitment to quality. Here, too, the principle of “Kaizen”,or continuous improvement, inspires an ongoing drive forexcellence that allows customers to feel confident their vehiclewill continue to conform to Toyota’s highest standards of quality,safety, performance and driving pleasure.How does Complete Customer Satisfaction relate to loyalty? Toyota’s studies have shown that only highlysatisfied customers are likely to be loyal. In fact, the loyalty benefit is 1.5 times higher when customers arecompletely satisfied as opposed to just fairly satisfied.Customer First | 35