Case Study: Toyota accelerates innovation and improves the customer journey with Alida

Toyota - Customer Case Study

Toyota GB used its new ConsumerOne division to put customers at the center of decision-making but found traditional research methods too slow and costly to keep pace with a rapidly changing automotive market. To accelerate innovation and make the voice of the customer available across the business, Toyota deployed Alida’s platform (hosted on AWS) to power five consented insight communities that provide ongoing, agile customer feedback.

Alida’s solution gives Toyota a 360-degree view by augmenting NPS and other survey data with real‑time community insights, allowing ConsumerOne to rapidly validate and prioritize ideas—such as improvements to the vehicle handover experience—before full-scale rollout. The approach has de‑risked decisions across Toyota and Lexus, accelerated new product initiatives including a Lexus subscription service, and helped drive improvements in customer satisfaction and revenue growth.

Toyota

Emma Johnson

Manager of ConsumerOne Connection & Experience Innovation