Why can't Toyota dealers take better care of their customers? - DodgeIntrepid.Net Forums - Dodge Intrepid, Concorde, 300m and Eagle Vision chat
LinkBack Thread Tools Rate Thread Display Modes
post #1 of 9 (permalink) Old 07-22-2004, 06:52 PM Thread Starter
Intrepid Pro
Join Date: Jun 2001
Location: Catonsville, Md.
Posts: 3,652
Feedback: 0 / 0%
Why can't Toyota dealers take better care of their customers?

From Automotive News:

EDWARD LAPHAM COMMENTARY 7/21/04: Why can't Toyota dealers take better care of their customers?

Automotive News / July 21, 2004

One of the biggest disconnects in the auto industry is how Toyota dealers can sell such great products yet have such lousy CSI scores.

It must be a brand thing because ever since Toyota Motor Sales launched Lexus in the United States, that luxury brand has ranked at or the near the top of the annual J.D. Power and Associates Customer Service Index. But the Toyota brand, which ranks at or near the top of product quality surveys, traditionally finishes much lower in CSI.

Until three years ago, the CSI score factored in the quality of the vehicle. That helped Toyota, but its CSI scores were still well below Lexus.

Then Power eliminated vehicle quality from the study, and rightfully so. Dealers had complained that the quality of the vehicle was out of their control and shouldn't be included in CSI, which measures how dealerships treat customers and is used by some factories as an important metric when it comes time to grant new franchises.

Toyota has languished below the CSI industry average ever since.

In the 2004 study released Tuesday, Toyota ranked 28th out of 39 brands. Lexus finished in 5th place.

To be sure, other automakers have luxury brands that outscore their mass-market brands. Lincoln finished higher than Ford. Acura ranked higher than Honda. Audi soared higher than the troubled Volkswagen.

But no where has the disparity been as pronounced for as long as it has at Toyota.

For years I've asked Toyota Motor Sales execs to explain the great quality/lousy CSI phenomenon. And while they were at it, to explain how a customer can be treated so well at a Lexus store then go next door to a Toyota store owned by the same dealer and be treated shabbily.

At first, the answers made sense.

It's because Lexus is a new franchise, they would say. You know, a clean sheet of paper. New culture. New buildings. New expectations. New way of doing business.

And we expect dealers to take what they learn at their Lexus stores and use it to improve their Toyota stores, the execs would say.

But Lexus was launched 15 years ago. You can't tell me no one has figured out the secret ingredient yet; or that dealers don't know how to treat Toyota customers as if they were Lexus customers.

On Tuesday, Toyota Group Vice President Irv Miller told me the high volume of cars delivered at Toyota dealerships on a typical weekend might contribute to the problem.

Toyota's low CSI score is an opportunity to improve, Miller said, and Toyota's dealership renovation program, known as Image USA II, might help. Nicer furnishings in the showroom and larger service areas ought to help dealers build good customer relationships, he said.

That sounds reasonable, I guess, especially the part about volume. Toyota's owner base is growing rapidly as sales soar. That means more vehicles per dealer that need service.

Maybe Lexus should pay attention. After all, these days the average Lexus dealership sells almost as many cars and trucks as the average Toyota dealership, and despite continually improving CSI scores, the luxury brand slipped from 3rd place in 2002 to 4th place in 2003 and 5th place this year.

Naw. It must be a fluke.
moparman is offline  
Sponsored Links
post #2 of 9 (permalink) Old 07-22-2004, 08:11 PM
Join Date: Aug 2002
Posts: 2,397
Feedback: 0 / 0%
Where was Chrysler/Dodge on this Index?
Justin is offline  
post #3 of 9 (permalink) Old 07-22-2004, 09:04 PM
Join Date: Apr 2003
Posts: 718
Feedback: 0 / 0%
I will be the first to tell you that the people at the dealership I used to work at, in Sales, Service etc, treated the customers like shit. and their CSI scores showed it. When I sold cars for about 2-3 weeks, I had 3 sales, I had a CSI approval of 95%, 87%, and 73%, the 73% was a half deal I did with someone. Anyways, it's a shame, if they had better people and personality of manager I think things would be 100% better, their vehicles basically sell themselves.
affinity is offline  
Sponsored Links
post #4 of 9 (permalink) Old 07-22-2004, 09:11 PM
Intrepid Pro
Join Date: Mar 2002
Location: Massachusetts
Posts: 4,083
Feedback: 0 / 0%
Who was #1
alderran is offline  
post #5 of 9 (permalink) Old 07-22-2004, 11:43 PM
Intrepid Pro
adaptabl's Avatar
Join Date: Jun 2001
Location: Windsor, Ontario
Posts: 2,369
Feedback: 0 / 0%
Maybe Toyota dealers don't get enought practice since the cars are so reliable. DC dealers should be number one with the amount of service they do.
adaptabl is offline  
post #6 of 9 (permalink) Old 07-23-2004, 05:43 AM
Intrepid Pro
Join Date: Mar 2002
Location: Massachusetts
Posts: 4,083
Feedback: 0 / 0%
I found a pdf listing the results of the 2004 JD Power CSI Award. It has a graph with the results


1. Lincoln
2. Buick
3. Infiniti
4. Cadillac
5. Lexus
29. Toyota
30. Dodge
alderran is offline  
post #7 of 9 (permalink) Old 07-24-2004, 01:42 PM
Join Date: Jun 2004
Posts: 40
Feedback: 0 / 0%
Don't mean to boast, but I have never had trouble at the Saturn dealerships. They treated me as an equal, were concerned about what happened to my previous Saturn, and when I went in with a specific request for a car, they called me the next afternoon with exactly what I wanted. They even threw in a bunch of free repairs on the car if I bought it that day, and the car itself including lot fee, licensing and tax was cheaper than my previous Saturn. Another nice thing is they don't talk about the price of the car. It's set as is and has always been reasonable.

On the flip side, when my dad was buying a car from the Chevrolet dealership, they wouldn't even let him test drive the goddamn thing. Then price bargaining was hell in itself, and would only bring the price down if there was another GM in the family. Well about two weeks before then, I had been in a horrible accident, so my poor decrepit little Saturn was sitting outside and apparently that wasn't acceptable, even after being convinced that we're keeping the car, it just needs to go into the shop for about a month.
FiredUpSC2 is offline  
post #8 of 9 (permalink) Old 07-24-2004, 02:53 PM
Join Date: Jul 2003
Posts: 5,268
Feedback: 0 / 0%

31. Mazda

Hmm...chrysler group isnt so bad...
340duster is offline  
post #9 of 9 (permalink) Old 07-24-2004, 04:33 PM
Intrepid Pro
Avenger's Avatar
Join Date: Sep 2001
Location: Kitchener, Ontario
Posts: 11,960
Feedback: 10 / 100%
Lol @ Vw

Avenger is offline  
Sponsored Links

Quick Reply

Register Now

In order to be able to post messages on the DodgeIntrepid.Net Forums - Dodge Intrepid, Concorde, 300m and Eagle Vision chat forums, you must first register.
Please enter your desired user name, your email address and other required details in the form below.

Member names may only be composed of alpha-numeric characters. (A-Z and 0-9)

!!ATTENTION ADVERTISERS!! If you intend on advertising anything on this forum, whatsoever, you are required to first contact us here . Additionaly, we do NOT allow BUSINESS NAMES unless you are an Authorized Vendor. If you own a business, and want to do sales on this site via posting or private message, you will need to follow the rules. Shops, Stores, Distributors, Group Buys without being authorized will see your account terminated.

User Name:
Please enter a password for your user account. Note that passwords are case-sensitive.


Confirm Password:
Email Address
Please enter a valid email address for yourself.

Email Address:


Thread Tools
Show Printable Version Show Printable Version
Email this Page Email this Page
Display Modes Rate This Thread
Linear Mode Linear Mode
Rate This Thread:

Similar Threads
Thread Thread Starter Forum Replies Last Post
Look what I found........Gran Turismo 4 car list!!! Avenger Whatever 35 03-22-2005 12:37 AM
DCX accused of intimidation moparman General Discussion, other Mopar Vehicles 3 06-16-2004 05:41 AM
Customers knock GM on noisy engines moparman General Discussion, other Mopar Vehicles 9 11-17-2003 01:25 PM
Toyota in NASCAR for 2004? adaptabl Sports Discussion Talk 3 10-04-2002 06:38 PM
Are they gonna build... Avenger General Discussion, other Mopar Vehicles 8 08-14-2002 03:41 PM

Posting Rules  
You may post new threads
You may post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is On
Trackbacks are On
Pingbacks are On
Refbacks are On

For the best viewing experience please update your browser to Google Chrome