Toyota case study

We worked with Toyota GB (TGB) to deliver 'Retail Concept'; a new vision for TGB's 200+ retailers across the UK. The aim of Retail Concept was to deliver an outstanding customer service experience through improvements to the design of Toyota Centres and the skills and behaviour of customer-facing staff. As part of the programme we developed a 'scoreboard' of performance metrics which were used to track the impact of the programme. These identified improvements in customer satisfaction (CES) results in dealerships which had been through the 'Retail Concept' programme.

We worked with Toyota GB to carry out a programme of Fact Finding for their UK Academy. We worked with the Academy team to develop a range of fact-finding tools, including competency-based interviews, online staff and manager surveys, focus groups and exit interviews. We analysed the data and presented the results to the Academy team with a set of recommendations which subsequently formed the basis of a major redevelopment of the curriculum provided for staff in Toyota's Centres around the UK.

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