How Toyota Financial Services turned lifecycle feedback into a renewal lift
The financial arm of Toyota in France listens at three moments of every contract, and turned that into a measurable renewal lift.
Toyota Financial Services is the financial arm of Toyota in France. It finances vehicle purchases and manages the customer relationship across the life of each contract, from delivery through renewal.
The CX team listens to customers at three key moments of the contract: onboarding, mid-contract and end of contract.
Since implementing Hello Customer three years ago, we've gained over 4% on our contract renewal rate. For us, that's the voice of the customer directly driving business results.
What they needed to solve
Toyota Financial Services wanted to do more than measure satisfaction once a year. It needed to listen at every stage of the contract, break down the silos between departments, and turn feedback into action that protects renewals.
A single annual survey misses the moments that decide renewal. Feedback had to be captured across onboarding, mid-contract, and end of contract.
Customer signals were trapped inside teams. The verbatims needed to reach well beyond the CX team, out to dealers and to Toyota Motors, the carmaker.
Knowing a customer is unhappy after they leave is too late. The team needed to act on intentions before the contract closed.
How Toyota Financial Services uses Hello Customer
A multi-layered model: fortnightly VoC committees, quarterly steering committees, and cross-functional CRM reviews. Customer verbatims are shared directly with Toyota Motors, bridging a gap that previously kept departments isolated.
End-of-contract survey data flows into the customer data platform (CDP) and the lead management system, so dealers can act on a customer's intentions before that customer leaves. A monthly "Minute Client" newsletter keeps teams aligned, and real-time detractor alerts trigger immediate follow-up.
Listening at every stage of the lifecycle
Survey 5 months after vehicle delivery
Pulse survey every 15 months during the contract
Intention capture on day 1 after closure
Results
The CX team listens at three lifecycle moments and feeds end-of-contract intentions straight into the CDP, so dealers can step in before a customer leaves. NPS improved at every touchpoint, and the renewal rate rose by more than 4%.
The voice of the customer stopped being a once-a-year report and became a live input into how the business is run, all the way up to the carmaker.
See what feedback could do for your team
Book a 30-minute walkthrough and we'll show you Hello Customer on your own customer feedback.
Book a demo →