Customers and dealerships
For Toyota, quality, safety and customer satisfaction are fundamental commitments to ensure the sustainability of its operations. To further strengthen these pillars that sustain the company’s work in an increasingly competitive and fast changing market, the company strives to be close to customers - with agile and quality service - and to its entire network of dealerships.
In order to ensure the best customer experience, Toyota’s Sales and Post-Sales areas monitor various indicators - such as service time, volume of complaints, and speed of response - and, based on the results, these areas take countermeasures in order to avoid recurring events. More complex cases are escalated to a specific group of engineers to be handled as quickly and assertively as possible, thus exceeding expectations and increasing customer loyalty: TDB today is second only to Japan in terms of customer loyalty.
In 2018, Toyota regained its leading position in terms of Customer Satisfaction, disclosed by J.D. Power Brasil. Published by J.D. Power Brasil, the survey posted record-high satisfaction over previous years and put Toyota back in the lead with the highest satisfaction rate ever.
With the changing profile of consumers who are increasingly active on social networks, today Toyota also has in place a process to monitor all its channels on the Internet as well as websites such as Reclame Aqui. Last fiscal year, even with the launch of Yaris, there was a reduction in the number of complaints - the result of a constant process of getting closer to these customers, improved with the inauguration of the new Visitor Center at the São Bernardo do Campo plant (see box).
Customer Service (SAC) Indicators
All customers who access customer services are invited to participate in a survey at the end to evaluate the quality of the service. The goal established by TMC is 70%. In 2018, this number was exceeded at TDB, reaching 78% customer satisfaction.
Customer Service (SAC)
If there are any questions or needs, customers
may contact Toyota in various ways through SAC.
Toll-free number (0800-703-0206)
Facebook, Instagram, YouTube and LinkedIn
New Visitor Center
Part of the revitalization process of the São Bernardo do Campo unit, Toyota inaugurated one of the company’s most technological Visitor Centers worldwide. With an investment of US$ 5 million and built on an area of 750 sqm, the center was designed to offer participants an immersion experience into the Toyota universe, taking people on a journey through the history of the company.
The space also displays commemorative vehicles produced by the company, such as the last Bandeirante, and puts Toyota’s vision for the future as part of the experience: details of the technology linking electric motor and combustion engine and interactive games simulating urban routes aboard the Mirai, a vehicle that releases only water vapor through the exhaust pipe.
In addition, in 2018, Toyota launched the Toyota do Brasil Visitors Program in all its plants in the country. Through this initiative, the company works to bring the public closer to the Toyota’s history, by sharing information so that visitors can have access to Toyota’s values, culture, and way of working.
Visits may be scheduled on the website www.toyota.com.br/programa-de-visitas
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Producing and marketing quality vehicles are among Toyota’s basic operating principles. Risk and safety assessments are present in all stages of the vehicle’s life cycle - from its design, to the development of parts, components, and industrialization. Part of this work, and in line with TMC guidelines, Toyota do Brasil has a specialized team to handle the most complex customer calls - the Swift Market Analysis Response Team (Smart) - that assesses each situation in order to discover the risks and eliminate them.
The New Car Assessment Program for Latin America and the Caribbean (Latin NCAP) is responsible for evaluating and classifying cars according to their resistance to collision and impact tests (zero to five stars) and guaranteeing the integrity of the driver and passengers. All tests are performed by external experts and are voluntarily carried out by the automakers. See the performance of Toyota’s top models:
for passengers in front and back seats.Etios
for adults and children.
for the hatchback and sedan versions.SW4 Fortuner
on the same levels as the Hilux.
Dealerships are the customer’s gateway to the Toyota world. They represent the excellence of the brand and are the first contact with the quality and agility of the services offered by the company. This partnership is constantly strengthened by increasing training hours and reformulating content to better meet the needs of dealerships and improve the Toyota culture. Today, the network of authorized dealerships includes 256 units in 26 states and in the Federal District.
In 2017, focusing on improving customer experience and dealership performance, Toyota began implementing a new philosophy called Best in Town at the Nova Quality dealership, in Guarulhos (SP). This global concept, which goes beyond the already established Toyota quality, aims to provide a unique experience to each customer throughout their journey with the brand (Purchase, Ownership, Repurchase). This philosophy, which is based on the Convenience, Transparency and Hospitality pillars, helps increase customer retention, turning them into fans of the brand.
In addition, the company created a new tool known as SAC Preventivo (Preventive Customer Service). The idea is to avoid waiting for the customer to contact the SAC to register a complaint or to ask a question. Thus, through a trained SAC representative within each dealership, it is possible to monitor, in real time, and assess irregularities that may cause dissatisfaction, handling them before they become a real problem.
Sales Training Program
All professionals on the Sales team who have direct or indirect contact with customers have development plans, with distance and face-to-face training.
One Toyota: Toyota unified its quality programs (TSW-Toyota Sales Way and TSM - Toyota Service Management) and created ONE TOYOTA. The purpose of the unified program is to ensure the quality of all sales and service processes of the dealership network ensuring excellence in serving our customers.
Skill Contest: competition promoted by the Post-Sales area. Recognizes results in service, diagnostics, and repairs. In 2017/2018, the 23rd edition of the National Skills Competition awarded 10 service and technical consultants among 1,633 participants from 92 dealerships in the country.
Technical and general training: in the 2017/2018 fiscal year, these training sessions were improved and extended to four days, promoting greater immersion in Toyota’s universe and philosophy. A total of 1,658 people (1,152 technicians and 506 consultants) participated in the modules.
Environmental aspects are also taken into account in the distribution network. Since 2006, Toyota has had in place the Dealer Environmental Risk Audit Program (DERAP) - now known as the ECO Dealer. The program evaluates several requirements, such as adequate waste management, the presence of an environmental officer in each dealer, compliance with current environmental policy, and others. In addition, Toyota recommends that all partners be ISO 14001 certified, proving the existence of environmental management systems at the dealerships.