Opinion: From our Readers - Toyota customers are happy with recall

Surveys can be analysed in many ways and I would like to comment on your article about Toyota (Features, 26 February).

May I ask how Toyota's green credentials have 'slipped', when this is the first time you have carried out this poll? To compare the results of the PRWeek survey with the results of a contrasting survey by TheGreenCarWebsite.co.uk is misleading and inaccurate.

In the UK, Toyota is using an unprecedented range of communication channels to apologise to and reassure customers, but your survey question, 'Was posting videos on YouTube an appropriate way for Toyota to apologise for the faults it identified?', may have led respondents to think that this was the only way we apologised.

Indeed, as your own survey reveals, the public has viewed our recall response as adequate and our cars are perceived as safe. Most importantly, the feedback from our customers has been overwhelming - 97 per cent of affected customers surveyed are satisfied with their experience during the recall.

Toyota recognises the seriousness of this situation and has always maintained that its customers are its priority. All concerned are pulling together to put these issues right, and despite some of the sensationalist news articles, many customers and members of the public recognise this. Toyota takes the quality and safety of its vehicles extremely seriously and we will work vigorously and unceasingly to restore the trust of our customers.

Michael Valvo, PR manager, Toyota GB (from prweek.com)

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