Toyota V.O.T.C Explained
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Voice of the Customer Feedback
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Voice of the Customer relates to the customer’s opinion
and/or perception of
service received from the company. VOC is feedback received
directly from the
customer based on his experience.
Jefferds Corporation uses the TOYOTA VOICE OF THE CUSTOMER
PROGRAM to help measure overall customer satisfaction.
Our score for each area is based on a possible score of
100. While our scores are not perfect, they are indicative
of an organization that is striving to meet and exceed
customer expectations. If you are looking for outstanding
service, please try us!
Below are the categories in which we are rated as well as
some examples of the questions that the customers are asked
to base their rating on.
SALES -
"How accurate was the delivery time quoted vs. actual?"
"Rate the fulfillment of commitments made during the sale."
SERVICE -
"Your opinion of the quality of repairs was..."
"How would you rate our prices for value received?"
PARTS -
"How would you rate our parts availability?"
"Were the parts and invoice correct for your order?"
RENTAL -
"Please rate the quality of rental unit."
"Please rate our overall response to your rental needs"
INSTALLATION -
"Jefferds has kept me informed about the progress of our
project"
"I understand the schedule for installation and Jefferds met
my time frame"
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