Toyota Is Ranked No. 1 in Customer Satisfaction

Brand Surges to Top of American Customer Satisfaction Index for 2011

As a sign that consumer perception of the brand is recovering from the challenges of recalls in 2010,
Toyota posted a score of 87 out of a possible 100 to tie Lexus and Cadillac atop the recently released American Customer Satisfaction Index (ACSI) for 2011. After slipping from a score of 86 in 2009 to 84 in 2010, Toyota improved by three points in 2011 to move to the top of the rankings. Even more impressive, Toyota is the only non-luxury brand among the ACSI’s top five, which also includes Lincoln and Mercedes-Benz. Among Toyota’s direct competitors, Honda came in at No. 6, Nissan at No. 7 and Hyundai at No. 11. The ACSI is a national economic indicator of customer evaluations of the quality of products and services available to U.S. household consumers. Data from interviews with approximately 70,000 customers annually are used as inputs into an econometric model to measure satisfaction with more than 225 companies in 47 industries and 10 economic sectors, as well as
more than 130 federal government programs, agencies and websites. The index was founded at the University of Michigan’s Ross School of Business. More information on the ACSI can be found at
www.theacsi.org. Updated 10/3/11 Brand Surges to Top of American Customer Satisfaction Index for 2011 ©

Courtesy of Toyota (University of Toyota)