Customer feedback is essential to continuously improve our services
Customer experience has always been part of Toyota Material Handling’s DNA. We are committed not only to delivering the highest quality of products and solutions, but also to ensuring an excellent experience with us at every touchpoint. Our customer experience programme combines customer feedback with disciplined problem-solving, delivering many benefits to our customers. We use the worldwide recognised Net Promoter System (NPS) to collect feedback and interact with our customers. Problems discovered are treated with tools from the TPS toolbox, ensuring Toyota quality.
How we listen, learn and act
Our ambition is to improve our customer experience, from good to world-class, by listening closely, acting responsibly and continuously improving, so we can be the long-term partner our customers trust.
Quality in everything we do
Safe and secure surveys
Feedback at different touchpoints
Actions based on your feedback
We provide faster response to feedback with sustainable solutions for recurring problems. We are treating 100% of issues, recurring or new, and take a proactive approach to prevent them from happening again.
Quality in everything we do
Every response we receive, is carefully reviewed. If an issue is identified, we follow up with the customer to agree on a short-term solution.
Through the Dantotsu process (part of TPS toolbox), we use structured problem-solving to identify root causes, implement lasting solutions, and prevent recurrence - embracing the mindset of “never let it happen again”, rather than just applying quick fixes.
For recurring or more complex topics, we utilise structured problem-solving methods based on the Toyota Production System (TPS).
Safe and secure surveys
We work with MarketDirection to conduct the surveys, they are our data processor. Like us, they are fully GDPR compliant. We want you to feel safe when answering a survey coming from toyotaquality@horizons.confirmit.eu. To make sure we continuously improve, we actively listen to our customers through different types of surveys, each with a clear purpose.
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- Relationship survey: This survey looks at the overall relationship with Toyota Material Handling and measures loyalty and satisfaction across all touchpoints, showing how likely customers are to recommend us and why.
- Touchpoint survey: These surveys are sent after specific interactions such as a service visit, a delivery, a rental or a sales contact. They help us understand how thatparticular experience went and allow us to react quickly if something did not meet expectations.
Feedback at different touchpoints
Along the customer journey, we meet you at different touchpoints, digital or physical.
Supported by our different NPS surveys, we strive to provide high-quality interactions at every point of your journey, from sales, service and rental to customer support, finance, and digital tools.
“Surveys help identify customer dissatisfaction, while TPS tools enable us to address root causes with long-term solutions—so no other customer has to face the same issue, driving continuous improvement in customer satisfaction.”
Regis Merrer, Senior Customer Experience Quality Manager at Toyota Material Handling Europe
"The input from our customers shapes improvement initiatives, making them an active contributor to increase our level of services and support. "
David Reinerstedt, Senior Expert Customer Experience at Toyota Material Handling Europe
Frequently asked questions about our customer experience programme
What is the customer experience survey from Toyota?
It is our most important tool to understand how our customers feel about us as a company and our total delivery of products, solutions, communication and support .
Why does Toyota send out a survey regarding customer experience?
It’s part of our DNA to continuously improve. This is why we ask our customers for their honest feedback, to improve our services. This survey is part of a bigger customer experience program within Toyota, aiming to deliver a worldclass experience for our customers.
What are the benefits of responding to a customer feedback survey from Toyota?
Our main goal is to improve the experience of your next interaction with us. You get immediate feedback and support on issues and questions, and you have the opportunity to share your opinion on Toyota Material Handling’s performance.
Why is the customer experience survey so important?
It gives more information on the relationship we have built with our customers and how they perceive our products, services, communication and support. If concerns or questions are addressed in the survey, we contact the customer to discuss, understand and solve the issue.
What is NPS (Net Promoter System and Net Promoter Score)?
The Net Promoter System is the entire quality system that follows this customer loyalty question. It includes active follow- up with dissatisfied customers, but also improvement of the overall customer satisfaction and loyalty based on feedback received.
Net Promoter Score is a customer loyalty and satisfaction measurement, taken from asking customers how likely they are to recommend your product or service to others on a scale of 0-10.