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Toyota tops customer satisfaction index in the Philippines

Toyota Motor Philippines clients are getting the most satisfying after-sales service among new-vehicle owners in the country, J.D. Power Asia Pacific's 2010 Customer Service Index (CSI) study showed.

Toyota ranked best in vehicle pickup, service quality and service facility in the J.D. Power study which also measures service initiation and service advisor.

"Customer service performance is reported as an index score based on a 1,000-point scale," J.D. Power said in a statement. "Toyota ranks highest, achieving an overall score of 805."

Toyota, the leading brand in the Philippines in terms of sales, is the only brand that ranked above the industry average of 795 points. It is followed by Ford, Kia, Honda and Isuzu.

J.D. Power noted that Isuzu posted the biggest improvement in customer service performance with a score of 791 in 2010 from 764 last year.

TopGear.com.ph Philippine Car News - J.D. Power 2010 Customer Satisfaction Index Philippines 

The J.D. Power CSI study in the Philippines measures the satisfaction level vehicle owners get when they visit an authorized dealer or service center for maintenance or repair within the first two years of car ownership.

The 2010 CSI survey had 1,612 respondents who bought their vehicles from January 2008 to March 2009 and had their cars serviced between July 2009 and March 2010.

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  • gvm0116 Jul 03 2010 @ 12:08am
     
    it's about time that we read something nice relating to toyota. they may haven't gotten over the recall stigma just yet, but they are heading towards the right direction. well done!
       
  • torque88 Jul 03 2010 @ 04:25am
     
    Sa dami ba naman ng taxi ng Toyota pag hindi pa naman naging No.1 yan.
       
  • gvm0116 Jul 03 2010 @ 01:57pm
     
    @torque88 - i don't know what you exactly mean but the article is about customer satisfaction and not about sales volume.
       
  • jarrieta Jul 03 2010 @ 04:06pm
     
    +1 It doesn't matter how many Toyota cars are out there but the level of satisfaction the owners have. In fact having a lot of Toyota brand taxis may even effect negatively the opinion of people on the brand.
       
  • BOOGIECAT Jul 03 2010 @ 05:22pm
     
    Yung mga Toyota Vios taxis na angat ang hood?
       
  • southboy Jul 03 2010 @ 08:51pm
     
    wow! impressive talaga ang MITSUCR*p!! 2nd to the last na naman?? @torque, IN YOUR FACE!!!!
       
  • hhhhmmmm... Jul 03 2010 @ 10:03pm
     
    this is statistically done. there might be some sort of volume-independent measures.
       
  • iancmv Jul 03 2010 @ 10:17pm
     
    @BOOGIECAT - Oo nga...Bakit? To keep engines cooler?
       
  • SUV Jul 03 2010 @ 10:32pm
     
    In fairness to Toyota, totoo talagang mahusay ang aftersale services nila. I had a Toyota Revo before at talaga namang napakaefficient ng serbisyo nila (Toyota Batangas). I'm sad about some of the SA from Honda San Pablo, insensitive pa rin sila...
       
  • Kyoichi Sudo Jul 04 2010 @ 09:11am
     
    @torque payag ka nun na pagsabihan ka ng "in your face" ni northboy este south pala. XD. syempre nagbabaitan na ang toyota para di madamay sa problema nila ang customers. syempre maraming problema ngayon ang toyota eh!XDDDDD
       
  • southboy Jul 04 2010 @ 09:53am
     
    JMM, don't use other names like kyoichi. that's so gay! and i agree with suv. kahit sa toyota alabang. kahit ok pa sayo yung isang part, magugulat ka na lang pinalitan na pala nila ng bago..
       
  • Kyoichi Sudo Jul 04 2010 @ 11:38am
     
    @west este southboy i'm not JMM! dati si Takumi pinaghihinala nyo ngayon ako! puwede nyo ako pagsabihan ng mga masasamang thoughts pero i'm telling u I'M NOT JMM!!!
       
  • jarrieta Jul 04 2010 @ 06:30pm
     
    Vios taxis have open hoods supposedly to keep the engines cool. If I'm not mistaken the Vios does not have a temperature gauge, they only have idiot lights.
       
  • HD Jul 04 2010 @ 07:53pm
     
    Um Toyota scored 80.5% while the lowest score of Suzuki is 77.8%. In short, Toyota service is like ONLY 1-3% better than other brands' service. I don't know but 3% better service is not what I'd consider to be a convincing advantage over the others. If anything, what this survey says is that everyone who participated in this survey is generally satisfied with service regardless of what car they bought! (and obviously this survey did not include those Vios Taxi drivers na lagi nakapila for repair)
       
  • jarrieta Jul 04 2010 @ 08:13pm
     
    @HD - Well if you think about it Vios taxis will take a lot more abuse than other brands that are not used as taxis. I mean if Honda City was a taxi then we might see a lot more of those in the repair shops as well.
       
  • regiusace17 Jul 04 2010 @ 10:08pm
     
    pansin ko lang wala yung Ssangyong...pulled-out na ba sila sa market? Or kakaunti (or wala) ang bumibili sa kanila ang awkward kasi ng mga units nila para sa akin
       
  • Ulritch Jul 05 2010 @ 04:18pm
     
    Congrats to Toyota, Ford and Kia for bing on the Top 3 on the customer service ranking! For the botton 3 Chevrolet, Mitsubish, Suzuki MORE improvement for your customers!
       
  • southboy Jul 05 2010 @ 10:56pm
     
    lalo na pag ang lancer ginawang taxi, baka tinanggal pa ang buong hood..LoL! @HD.. and obviously, kahit saang anggulo tignan, NO. 1 pa din ang toyota.. and the 3% (if its statistically right) is putting toyota above average and putting ford down to suzuki to a below average position..
       
  • jjwild10 Jul 10 2010 @ 02:08pm
     
    kailangan talaga galingan ng toyota... sa dami ba naman ng recall nila worldwide!
       
  • Ulritch Jul 20 2010 @ 10:49pm
     
    Toyota lang ang mas mataas sa customer service index ranking. Wala naman perfect na auto brand, pati ng euro cars pa minsan minsan may recalls. It goes to show na kahit may recall Toyota masmadami pading recalls at pag kukulang ibang car brands dahil No.1 one padin Toyota!
       
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