IRVINE, Calif. (Feb. 23, 2011) – The Toyota Material Handling U.S.A., Inc. (TMHU) annual 2010 Voice of the Customer (VOC) survey program reports record high customer satisfaction levels for Toyota service and parts and willingness to recommend a Toyota lift truck dealer. Survey findings show consumer satisfaction scores reaching above the 90th percentile across all categories for the third consecutive year.

For 2010, 95 percent of those surveyed reported they would recommend their Toyota Industrial Equipment dealer, and service and parts results revealed an overall customer satisfaction rate of 94 percent. Both the sales and delivery and product experience surveys resulted in high rates of 92 percent satisfaction. In addition, 90 percent of respondents indicated they would repurchase a Toyota lift truck in the future.

"Because customer satisfaction is a top priority at Toyota, we monitor these survey results very closely," said Terry Rains, vice president of aftermarket sales for TMHU. "These scores are particularly meaningful because they demonstrate how Toyota has maintained and grown its strong connection with customers. The results provide valuable feedback for our continued goal to deliver quality products and exceptional dealer service."

The VOC program has tracked survey responses from Toyota lift truck customers since 2003. Over the course of 12 months, customers receive three surveys to assess their satisfaction with their sales and delivery, service and parts, and product experience. As customer survey data is collected, statistical analytic tools are used to better understand and define which performance attributes are most important to Toyota customers. These techniques reveal more about the key drivers of satisfaction and where dealers should spend their energy to improve overall customer satisfaction.

Toyota’s VOC survey program is extremely thorough and reliable. Survey responses are uploaded daily to the VOC website, where both Toyota and dealers can access the information to evaluate and proactively respond to customer needs.

About Toyota Material Handling, U.S.A., Inc.
Celebrating more than 40 years of established operations in the United States, Irvine, Calif.-based Toyota Material Handling, U.S.A., Inc., (TMHU) has been the No. 1 selling lift truck supplier in the U.S. since 2002. In addition to the full line of high-quality lift trucks sold under the Toyota brand, the company’s extended industrial equipment solutions include: Aichi aerial work lifts—scissor lifts, crawler and wheeled boom lifts—Automated Guided Vehicles, and electric and diesel tow tractors.

Quality is the hallmark of the Toyota Production System practiced at all Toyota manufacturing facilities, including Toyota Industrial Equipment Mfg., Inc. (TIEM). Most of the Toyota lift trucks sold in the United States are manufactured at TIEM, a zero-landfill facility, in Columbus, Ind.

TIEM is a member of the National Safety Council, complies with the ISO 14001 standard from the International Organization for Standardization, and has been honored for its environmental management systems and dedication to continuous improvement.

Toyota’s commitment to excellence in customer service extends nationwide. Sixty-eight authorized Toyota Industrial Equipment dealers, with a total of 188 dealership locations throughout the United States, offer comprehensive customer service and support, including one-stop shopping for both new and used lift trucks, rentals, parts and service, fleet servicing and financing.