Toyota tops UKCSI list for automotive brands due to aftercare focus

Toyota has topped the automotive rankings for customer service and trust, according to the  latest July UK Customer Satisfaction Index (UKCSI), a twice-yearly independent report published by the Institute of Customer Service.

First direct, Starling Bank and John Lewis topped the overall rankings, but Toyota pushed its way into the top 15 brands in the UK for customer satisfaction.

Six other automotive brands were within the top 50 of the latest UKSCI rankings, including Skoda, Mercedes-Benz and Kwik-Fit.

Toyota said the high ranking in the UKCSI result mirrors its Toyota Fanatics UK advertising campaign, which specifically focusses on customer aftercare.

The campaign shows Toyota’s market-leading service being so extraordinary that customers deliberately create reasons to return. It is running across video on demand, digital out of home, radio, display, social and search.

Toyota is among 278 organisations that received a UKCSI rating for strong levels of customer service and is the highest ranked organisation in the auto sector, achieving a score of 83.6 out of 100, representing more than a 2-point increase on its July 2024 score of 80.1.

In terms of the UKCSI overall scorecard measure, Toyota was the highest scoring auto company for emotional connection (85 out of 100), customer ethos (84) and customer experience (83.5). It was also the highest scoring auto company for specific satisfaction measures for ‘helpfulness of staff’.

Toyota’s mission to deliver business the way the customer wants was endorsed by the company receiving the highest auto company score for ‘ability to interact in the way the customer prefers’, ‘caring about customers’, and ‘designing the experience around its customers’.

Rob McKendrick, director, customer services for Toyota GB, said: “The survey results reflect the tremendous efforts made by our centres across the UK to ‘Go Beyond’ in terms of the products and service we provide.

“Achieving such strong levels of customer satisfaction and building long-lasting relationships with our customers provide a firm bedrock for business growth in the future; we’re going to build on this and continue to look for new ways to do business the way customers want.”