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Toyota is a marquee name in the automotive industry. Its efficient, sleek, and eco-friendly vehicles offer an unparalleled driving experience, lauded by all drivers worldwide.

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Revving Up Adoption: How Toyota Optimised Its Insurance Service

With direct feedback from its customers, Toyota identified and gained insights into the adoption barriers surrounding its latest customer retention initiative.

Challenge

Toyota was offering a new free insurance service named ‘Toyota Relax’ to all Toyota owners that serviced their vehicles yearly in any of its dealerships. The initiative aimed at retaining clients, increasing customer loyalty, and boosting customer lifetime value. However, despite the convenience of this new service, Toyota was not seeing the adoption rate it had hoped.

Solution

Toyota partnered with GetWhy to conduct a concept validation test with its Danish customers. GetWhy designed the study, recruited and interviewed the participants, and aggregated their feedback into a set of actionable insights on video. To minimize research bias, half the study participants already owned the service “Toyota Relax”, while the other half did not.

Results

The results of the test showed two key insights: existing service subscribers had no knowledge of how to use the ‘Relax’ insurance, whereas other Toyota owners were not familiar with the service at all. These findings gave Toyota a clear indication of the barriers preventing adoption, as well as how to optimize communication to both Relax subscribers and non-subscribers.

Impact

With clear customer insights, Toyota optimised its communication strategy across touchpoints. This led to a higher service adoption, increased customer loyalty and customer lifetime value.

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This project was managed by
Kane Callaghan

Kane Callaghan

Insights Experience Director
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