Toyota success in German J.D. Power and Associates Customer Satisfaction Index Study SM

Toyota tops the rankings in an outstanding 5 out of 7 award segments in the J.D. Power and Associates 2002 Germany Customer Satisfaction Index Study (CSI). The study was based on a total of 15,009 responses from owners of 2-to 3-year-old vehicles, who rated their experiences with the vehicle, the dealer, and the cost of vehicle ownership.

The Germany CSI Study is the first industry-wide automotive study conducted in Germany by J.D. Power and Associates *,
who also conduct CSI studies in seven countries around the world. The study is designed to provide the automotive industry with global benchmarks for measuring and tracking customer satisfaction.

*J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction.

A Seal of Approval

This is the first time such a detailed report on the satisfaction of German car owners has been made available to the public. The Germans are known to be highly discerning consumers, and their satisfaction with Toyota vehicles is the highest commendation.

German car magazine 'MOT', who publish the survey exclusively in their current issue, also commented on this phenomenal response, stating that the outcome of the survey was an 'overwhelming result, which ther car manufacturers can only dream of'. Needless to say, Toyota are delighted with this feedback from both consumers and 'MOT', who provide essential reference and comment on the German car market.

Toyota ranks highest in most important segment

The Customer Satisfaction Index score measures how well customer expectations are met by owning a particular brand of car. The factors in order of importance are:

  • Vehicle quality/reliability. This accounts for 30% of the total score
  • Vehicle appeal. How much the owner likes the vehicle's performance, design, comfort and features. This accounts for 25% of the total score
  • Satisfaction with dealership service. This accounts for 23% of the total score
  • Vehicle ownership costs. This accounts for 22% of the total score  

Highest in customer satisfaction

The study covers 32 vehicle brands and 132 different models divided into seven award segments, with Toyota ranking highest in customer satisfaction in 5 out of the 7 sectors:

Toyota Yaris Highest in customer satisfaction in the Small Car sector
Toyota Corolla Highest in customer satisfaction in the Lower Medium Car sector
Toyota Celica Highest in customer satisfaction in the Sports Car sector
Toyota RAV4  Highest in customer satisfaction in the SUV sector
Toyota Picnic Highest in customer satisfaction in the MPV (Compact Van) sector

Related links

  • Toyota's Awards Toyota has received many international awards, which highlight the company’s commitment to quality.