Toyota Tops Used Car Satisfaction Rankings

Toyota powers ahead as top dealer network for used car customer satisfaction in JudgeService rankings

Toyota has topped JudgeService’s rankings of franchised dealer networks, based on used car customer reviews.

In its first analysis of Net Promotor Scores (NPS) by car brand, JudgeService also analysed 12,996 customer reviews using four criteria: dealers offering customers the options of finance and test drives; making them aware of service plans; and following up after taking delivery of their used car.

Toyota dealers achieved a commanding lead scoring an NPS of 89 with 88.1% of respondents being offered finance, 93.7% offered test drives, 95.3% made aware of service plans and 78.5% receiving follow-ups after purchasing.

Also in the top five were Ford (83.7), Honda (82.8), Suzuki (82.4) and Nissan (81.9).

Followed by Hyundai (81.6), Land Rover (81.3), BYD (80.9), Volkswagen (78.3) and Seat (77).

The average NPS for all brands surveyed was 79.2, with the lowest scoring just 74.2.

Neil Addley, Managing Director of JudgeService, said: “Our research identifies the importance of the Big Four customer satisfaction drivers and how Toyota dealers have processes in place to ensure customers are offered finance and test drives, made aware of service plans and contacted after purchase.

“Toyota dealers’ high NPS is also the result of having consistent campaigns and products which resonate with sales staff and rewards them, making them less likely to move to brands that provide less clarity.

“The research also highlights that the badge on the dealership can make a 15-point NPS difference in used car customer satisfaction. While dealers often excel at the sale, it is the lack of follow-ups that is having the biggest negative impact on NPS.

“We found over a quarter (27.2%) of customers were not contacted after purchase, while only 8% were not offered a test drive; showing the customer journey becomes less consistent once the vehicle has left the forecourt.”

Further details and comments available from Neil Addley on 07795 665927 or neil@judgeservice.com.

About JudgeService

Launched in 2011 by Neil Addley, JudgeService is the UK’s only customer review platform developed exclusively for the car retailing sector. By ensuring all reviews are verified and genuine, JudgeService builds a solid foundation of trust and respect between customers and sellers enabling car retailers to actively manage their online reputations.

JudgeService shares granular insight reports with dealers to help them identify opportunities to improve customer satisfaction levels, with many achieving 100% recommendation scores.

Based in Harrogate, North Yorkshire, JudgeService has published over 1 million customer reviews and is used by over 2,000 franchised, independent and car supermarket sites across the UK.

Issued by Curtis Hutchinson Communications