You've hit the nail on the head. The questions are often subjective, particularly now that cars don't often break down and fall to pieces. Toyota buyers believe they are buying a more expensive product because it is reliable. They are going to continue believing it's a good product until it proves otherwise. Unfortunately, in the UK a lot of Citroens sell because of discounted price. The buyers assume it is a cheaper product rather than the same car, and are looking for faults. I understand Toyota dealers are supposed to be good, and that has quite an effect on JD Power too. Having said that our dealer (Wilmoths) have always been excellent :)