Toyota revised the survey forms, included questions that provided more specific and useful data, and established standards for survey question content and processing. Standard of Excellence . Toyota established acceptable levels of performance and eliminated making distinctions of performance above that level. Dealer Reporting . Summary evaluations and specific, but anonymous, customer comments were shared with the dealers.
Dealers now monitor their own progress, which puts less pressure on the measures.
No Regional Reporting . Regions were often putting pressure on the dealers to cheat on their measures in order to improve regional performance scores. Toyota eliminated regional reporting and now focuses on the dealers only. Telephone Survey . Telephone surveys are conducted to determine initial satisfaction with the product.