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75-Y ear His to ry TOP > A 75-Year History through Data > Management and Company Information > Quality > Customer Relations Activities

Improving product and work quality by listening to "Voice of the customer" is the fundamental concept

behind Toyota's activities. When Toyota Motor Co., Ltd. and Toyota Motor Sales Co., Ltd. were merged in

1982 to form the new Toyota Motor Corporation, the customer assistance operations that had been

carried out by various departments were unified to establish the Customer Relations Division. The entire

company strives to ensure enhanced satisfaction by delivering "Voice of the customer" to the relevant

departments and utilizing it to improve both customer support and the quality of our work and products.

Number of Customer Reviews Received Annually (in Japan)

Year Month Activities

1979 October Toyota Motor Sales Co., Ltd. customer service telephone line established

1980 November Subcommittee for consumer issues established at Toyota Motor Co., Ltd.

December Consumer Issue Liaison Conference established at Toyota Motor Sales Co., Ltd.

1981 July Consumer Issue Working Group established at the Japan Automobile Manufacturers

Association, Inc. (JAMA)

1982 July Customer Assistance Center (CAC) opened in Nagoya when Toyota Motor Co., Ltd. and Toyota

Motor Sales Co., Ltd. are merged

1983 March Customer Assistance Center (CAC) opened in Tokyo and Osaka

September Pamphlet on 'How to correctly drive a car with automatic transmission' created

November Owner's Manuals revised to make them more user friendly

1984 April Activities to establish Customer Assistance Hotline at dealers started

1985 October Customer relations seminars held targeting distributors in 12 European countries

1986 March Safe-driving promotion pamphlet created by JAMA

Management and Finances

Personnel Matters

Quality

Quality Assurance Activities

Customer Relations

Activities

Environment, Compliance, and

Social Contribution

Reference guide

Quality

Customer Relations Activities

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1986 March Safe-driving promotion pamphlet created by JAMA

1989 January Customer Satisfaction (CS) Improvement Committee established

1990 April Customer assistance telephone numbers made toll-free (all toll-free numbers completed in

1992)

1991 March Toyota Panel of Advisory Specialists for Consumer Affairs established

1992 April Customer assistance seminars targeting dealers started

1995 February Publication of the news bulletin 'Customer Assistance News' targeting dealers started

April Automotive Dispute Resolution Center established

1999 May Various consumer-oriented events held as part of Customer Month

2000 October E-mail-based customer assistance started

2001 September Customer's Voice Experience Seminar started

2004 January 365-days-a-year operation of the Customer Assistance Center (CAC) implemented full-scale

2005 April Lexus Information Desk opened;

- Lexus Owners Desk opened in August

2008 March Global Customer Relations Standards targeting overseas distributors issued

2009 May Exhibition of 'Customer's Voice' started as part of Customer Month

QualityQuality Assurance Activities