Elevate the quality of your experience with us
We value our customer’s honest feedback to improve our services. Therefore, we would like you to take a few minutes to fill out our customer experience survey you received from us.
Safe and secure surveys
We work with MarketDirection to conduct the surveys, they are our data processor. Like us, they are fully GDPR compliant. We want you to feel safe when answering a survey coming from toyotaquality@horizons.confirmit.eu.
To make sure we continuously improve, we actively listen to our customers through different types of surveys, each with a clear purpose.
What are the different types of customer experience surveys?
Toyota Material Handling sends out two types of surveys:
- Relationship survey: This survey looks at the overall relationship with Toyota Material Handling and measures loyalty and satisfaction across all touchpoints, showing how likely customers are to recommend us and why.
- Touchpoint (or transactional) survey: These surveys are sent after specific interactions such as a service visit, a delivery, a rental or a sales contact. They help us understand how that particular experience went and allow us to react quickly if something did not meet expectations.
Who gets these customer feedback surveys from Toyota?
To get input and feedback from different perspectives, the surveys are sent to different contact persons at our customers:
- Sales and Rental touchpoint surveys are typically sent to our customer contacts that have been in contact with our Sales representative or Short term rental department.
- Service touchpoint surveys are mainly shared with the persons that receive the worksheet copy for the Service intervention.
- Relationship surveys follow the Net Promoter System (NPS) standard and are sent to a selection of customer contacts registered in our systems.
How often does Toyota Material Handling send a survey for customer feedback?
- Relationship surveys are sent 1 to 2 times a year to understand your overall experience with Toyota Material Handling.
- Touchpoint surveys are triggered by specific interactions, such as service visits, rental deliveries, or sales contacts and are sent at carefully managed intervals.
- Additionally, we apply quarantine filters between our different surveys to prevent overwhelming you with too many requests.
How long does it take to answer a Relationship or Touchpoint survey from Toyota?
It will only take you 1 to 4 minutes to complete a survey, depending on which type of survey you receive.
What happens when you complete the survey?
There will be immediate follow-up and action taken if there’s an issue that needs solving, and we normally get back within 48 hours. Positive feedback is forwarded to encourage teams and individuals. Also, processes are improved to prevent issues from recurring (Kaizen).
Can you unsubscribe from the customer experience questionnaire?
Yes, you can unsubscribe, through a link in the survey invitation letter.
Why send us your feedback?
By sharing your opinion on our performance, you will get immediate feedback and support on issues and questions and we can continuously improve your experience in future interactions .
How we work
Every response we receive is carefully reviewed. If an issue is identified, we follow up with the customer to agree on a short-term solution.
Through the Dantotsu process (part of TPS toolbox), we use structured problem-solving to identify root causes, implement lasting solutions, and prevent recurrence - embracing the mindset of “never let it happen again”, rather than just applying quick fixes.
For recurring or more complex topics, we utilise structured problem-solving methods based on the Toyota Production System.