Case Study: Toyota achieves greater customer confidence and service consistency with BSI Kitemark vehicle repair certification

How the BSI Kitemark for Vehicle Repair Helps Toyota (GB) Build the Right Foundation for Customer Retention and Service

Toyota (GB) PLC, the UK sales, marketing, aftersales and customer relationship arm of Toyota and Lexus, needed to strengthen consistency and quality across its nationwide network of approved accident repair centres. Following a review that exposed weaknesses in after-sales care, Toyota turned to BSI and the BSI Kitemark for vehicle repair, based on BS 10125/PAS 125, to improve traceability, standards and customer confidence.

BSI implemented a certification framework for Toyota’s 126 approved accident repair centres, ensuring consistent repair methods, trained staff, calibrated equipment, approved materials and auditable processes. The result was stronger quality control, better complaint handling and continuous improvement across the supply chain, while also creating a marketing advantage with insurers, work providers and customers who recognize the BSI Kitemark as a sign of quality and trust.

Toyota

Steve Hadley

Paint Manager