Tata Motors has been ranked second highest with a score of 870 (above industry average of 826) in theJ.D. Power India Customer Service Index (Mass Market) Study for 2019, for the third consecutive year. The study is based on responses from 7,177 new-vehicle owners who purchased their vehicle between March 2016 and August 2018. Now in its 23rd year, the Study measures new-vehicle owner satisfaction with the after-sales service process by examining dealership performance in five factors (listed in order of importance)- service quality (30 percent), service initiation (18 percent), service facility (18 percent), service advisor (17 percent), and vehicle pick-up (17 percent).
Mayank Pareek, President – Passenger Vehicles Business Unit (PVBU), Tata Motors, said, “We are delighted to announce that we have secured the 2nd rank in the prestigious J.D. Power CSI Study rankings once again this year. This is an incredible achievement for all of us at Tata Motors as it attests to the success of our initiatives that result in exceptional overall customer experience. We are committed to the continuous improvement of our customer service efforts by keeping our customers’ needs in mind and through constant industry analyses so we can constantly succeed at being the best in terms of overall customer experience.”
Subhajit Roy, Head Customer Care, Domestic & International Business – PVBU, Tata Motors, said, “We have always aimed to provide our customers with excellent quality service on all their products and we have successfully achieved that yet again by being ranked 2nd in the coveted J.D. Power CSI Study rankings this year. We hope to continue to succeed in this endeavour and consistently provide our customers with a refined and value-for-money experience.”
Tata Motors has a countrywide presence, catering to customers across 650 workshops by the consistent quality and service delivery. Tata Motors continues to upgrade its workshops with comfortable lounges and state of the art technology, to better serve its patrons. TML workshops are continuing to practice the waterless, foam washing at customer doorstep and at around 200 workshops across India.
Further, the company has added a slew of features in the Tata Motors Service Connect App, like Service Booking, Dealer Locator, Cost Estimate Calculator for Scheduled and Standard Repairs and Service History among others. Tata Motors is also focusing on digital transformation of workshops by launching applications like job card opening through tablets, digital-ready reckoner, electronic estimate tool, vehicle tracking and bay scheduler etc. to further enhance the digital experience of customers.