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Toyota wins 2009 Loyalty Awards

By Karl Peskett |

If a customer is loyal, it usually means you’re doing something right. In the case of automotive manufacturers, there are several levels at which loyalty can be tested, from the manufacturer themselves, through to the salesperson, the service personnel, and aftercare staff.

Information tabling company, R.L. Polk and Co. has just released its awards for the brands to which consumers in the U.S. have been most loyal in 2009.

Bumping General Motors off the top spot for the first time in nine years is Toyota with 58.6 per cent. This represents “Overall Loyalty to Manufacturer”, indicating its ability to retain previous customers.

Honda also scored well, with a 54.86 per cent “Overall Loyalty to Make”. Most improved loyalty went to Audi with nearly a five per cent increase in customer loyalty.

Click here to see the full list of winners.


 
  • Shak

    Well, so many people are going to leave next year as they dont want to be killed when their camry decides its in NASCAR and floors the “gas” pedal.

  • bruzzer

    you have to be kidding me, i have a toyota and recently needed a transmission rebuild on a 1 year old car. the service man has refused to give me paperwork to show me what was wrong with the car. instead giving a piece of paper showing noise fixed. he now does not return my calls. i also found the service with my previous mazda 100 times better… i dont know how or who came up with theses results.
    and im not the only one, just look in the Toyota Forums.

    • brent

      I’ve never owned a Toyota but I have owned a Lexus and I can say that they’ve provided the best service I’ve ever received. Holden were non existent service, Subaru were quite good .

      In the luxury space I’ve only driven Lexus and Merc to this point and the difference in the approach is quite stark. If you spend money on a new car , let alone 6 figures on a car you expect some sort of service and backup. The Lexus attitude is that they’re honoured to have you as a customer. The Mercedes attitude seems to be it’s been an honour for you to buy a Mercedes – goodbye!

      Now how Toyota compares to Lexus (premium Toyota) I can’t be sure.

      Brent

      • Hazyman

        totally agree.
        I don’t know why but I always feel that Toyota sales persons had been specially trained for customer relationship, somehow I felt it’s too good to believe.
        but I just hope futures Toyota models have a better design, at least like the Aurion

  • Safety First

    Look all these Surveys are commisioned by someone. Funny how Ford and Holden used to use a particular company in Aust and then 3 months after the contract expired and wasn’t renewed the “Findings” were leaked to the media and the huge carry on that ensued….Take all of these with a huge grain of salt.

    I remember when my local motoring organisation (no names no court marshals but I live in Qld :-p) released it’s findings on most reliable cars and stated that the Niva had less call outs that the Legend.. Now my understanding is that they just went by call outs per annum (scientific I know). Now tell me, is the Niva person more or less likely to change a tyre, jump start the car or break inot their own car than a Legend owner?? Add to that the weight of numbers, 100 legends 45 call outs = 45%.. 1000 Niva’s 380 call outs = 38% Niva more reliable! (now the number are hypothetical the scenario isn’t). So yeah these surveys are there if you want to believe. They are also dependant upon people expectations.

    • Tim

      Niva is a tank! That thing is an unbelievable 4WD.

      • Bob

        It must be a tank because it’s also unbelievealbe that it’s a car.

        • Tinman

          It has to be a tank, because it comes from a country with worse roads than ours.

  • Low Water Crossing

    Loyal customers is just another name for Fan Boys.