Korea Toyota Motor has announced that Lexus ranked first in After-Sales Satisfaction (CSI) and Toyota ranked first in Sales Service Satisfaction (SSI) in the ‘2023 Annual Automotive Survey’ conducted by Consumer Insight.
Consumer Insight, a consumer research firm, has been conducting annual planned surveys since 2001, targeting approximately 100,000 automotive consumers. This year, the survey was conducted in July, involving a total of 100,098 participants including current vehicle owners and potential buyers within two years.
This year, unlike previous years where domestic and imported car brands’ results were reported separately, the results for After-Sales Satisfaction (CSI) and Sales Service Satisfaction (SSI) have been combined for both domestic and imported brands.
After-Sales Satisfaction (CSI) evaluates consumer feedback on after-sales service from official service centers used in the past year. The Lexus brand received a score of 857, which is 11 points higher than last year, marking its fifth consecutive year at the top and proving its reputation as a genuine luxury brand.
Sales Service Satisfaction (SSI) assesses consumer feedback within one year of new vehicle purchase regarding showrooms, salespeople, sales processes, and post-sale customer management. The Toyota brand achieved a score of 855, which is 17 points higher than last year, securing the top spot for two consecutive years.
Korea Toyota Motor has announced that the Toyota brand has ranked first in Sales Service Satisfaction for a total of five times since 2015, while Lexus has achieved first place four times since 2016, maintaining the top position in this category for nine years.
Mr. Kang Dae-hwan, Executive Vice President of Korea Toyota Motor, stated, “This announcement reflects the efforts of Toyota Lexus dealers nationwide and employees of Korea Toyota Motor in trying to bring happiness to each customer. We will continue to listen to our customers and strive to be a brand that conveys inspiration through kind customer service, not just rest on this year’s rankings.”
Lee Sang-jin daedusj@autodiary.kr