At Toyota we talk about kaizen, or continuous improvement, and this is one of the core elements of the Toyota Production System. It’s easy to say but how do we actually walk the talk, especially in the eyes of customers?
In 2013 Toyota NZ introduced Customer Radar to help us do this. We now get almost instantaneous feedback from more customers than ever before. We can see the results on-line and in real time. Customer Radar has revolutionised our customer feedback process.
One of the unique advantages of Customer Radar is that it is so easy for our customers to provide feedback without feeling pressured. In addition to the customer experience insights and benchmarking Customer Radar provides, we also receive live alerts from any dissatisfied customers. The ability to deal with issues quickly and efficiently means we have the opportunity to retain more business by being proactive with customers and demonstrate our commitment to providing the best experience possible.