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MANUFACTURING INDUSTRY NEWS
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Toyota Material Handling scores high with customers

The Irvine-based lift-truck supplier landed above the 90th percentile in a recent survey.

By Brandon RussellPublished: March 05, 2011 01:56 PM

Irvine-based Toyota Material Handling USA Inc. (TMHU) has scored above the 90th percentile across all categories in an annual customer survey for the third consecutive year.

The 2010 Voice of the Customer (VOC) report, which has tracked responses from Toyota lift consumers since 2003, covers categories such as sales and delivery, service and parts, and product experience. The recorded information is uploaded to the VOC website daily, allowing Toyota and dealership representatives to proactively evaluate and respond to customer needs.

The survey shows that 95 percent of those polled would recommend a Toyota Industrial Equipment dealer, and customers gave the firm's service and parts programs a rating of 94 percent. Customers were 92 percent satisfied with sales and delivery, and product and experience. And 90 percent of respondents said they would repurchase a Toyota lift truck in the future.

TMHU is the top-selling lift-truck supplier in the U.S. In addition to its full line of lift trucks, TMHU also offers extended industrial equipment solutions, including Aichi aerial work – scissor, crawler and wheeled boom lifts – as well as Automated Guided Vehicles, and electric and diesel tow tractors.

“Because customer satisfaction is a top priority at Toyota, we monitor these survey results very closely,” said Terry Rains, vice president of aftermarket sales for TMHU. “These scores are particularly meaningful because they demonstrate how Toyota has maintained and grown its strong connection with customers. The results provide valuable feedback for our continued goal to deliver quality products and exceptional dealer service.”

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