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

Toyota ranks highest overall for the third consecutive year, according to the J.D. Power and Associates 2004 Germany Customer Satisfaction Index (CSI) StudySM. The study was based on a total of 24,483 responses from owners of, on average 2 year-old vehicles, who rated their experiences with the vehicle, the dealer and the cost of vehicle ownership.
The Germany CSI Study is 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.

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