Quality
Customer Relations Activities
Improving product and work quality by listening to "Voice of the customer" is the fundamental concept behind Toyota's activities. When Toyota Motor Co., Ltd. and Toyota Motor Sales Co., Ltd. were merged in 1982 to form the new Toyota Motor Corporation, the customer assistance operations that had been carried out by various departments were unified to establish the Customer Relations Division. The entire company strives to ensure enhanced satisfaction by delivering "Voice of the customer" to the relevant departments and utilizing it to improve both customer support and the quality of our work and products.
Number of Customer Reviews Received Annually (in Japan)
Year |
Month |
Activities |
|---|---|---|
1979 |
October |
Toyota Motor Sales Co., Ltd. customer service telephone line established |
1980 |
November |
Subcommittee for consumer issues established at Toyota Motor Co., Ltd. |
December |
Consumer Issue Liaison Conference established at Toyota Motor Sales Co., Ltd. |
|
1981 |
July |
Consumer Issue Working Group established at the Japan Automobile Manufacturers Association, Inc. (JAMA) |
1982 |
July |
Customer Assistance Center (CAC) opened in Nagoya when Toyota Motor Co., Ltd. and Toyota Motor Sales Co., Ltd. are merged |
1983 |
March |
Customer Assistance Center (CAC) opened in Tokyo and Osaka |
September |
Pamphlet on 'How to correctly drive a car with automatic transmission' created |
|
November |
Owner's Manuals revised to make them more user friendly |
|
1984 |
April |
Activities to establish Customer Assistance Hotline at dealers started |
1985 |
October |
Customer relations seminars held targeting distributors in 12 European countries |
1986 |
March |
Safe-driving promotion pamphlet created by JAMA |
1989 |
January |
Customer Satisfaction (CS) Improvement Committee established
|
1990 |
April |
Customer assistance telephone numbers made toll-free
(all toll-free numbers completed in 1992)
|
1991 |
March |
Toyota Panel of Advisory Specialists for Consumer Affairs established |
1992 |
April |
Customer assistance seminars targeting dealers started |
1995 |
February |
Publication of the news bulletin 'Customer Assistance News' targeting dealers started |
April |
Automotive Dispute Resolution Center established |
|
1999 |
May |
Various consumer-oriented events held as part of Customer Month |
2000 |
October |
E-mail-based customer assistance started |
2001 |
September |
Customer's Voice Experience Seminar started |
2004 |
January |
365-days-a-year operation of the Customer Assistance Center (CAC) implemented full-scale
|
2005 |
April |
Lexus Information Desk opened; - Lexus Owners Desk opened in August |
2008 |
March |
Global Customer Relations Standards targeting overseas distributors issued |
2009 |
May |
Exhibition of 'Customer's Voice' started as part of Customer Month |
