- Tata Motors is among the most improved nameplates in the study
- Rises from the 7th position to 3rd since 2011, backed by strong service and after sales experience initiatives
Tata Motors today announced that it has achieved No 3 position in the J.D. Power 2016 India Customer Service Index Study. The Company is among the most improved brand in its customer service levels with an increase of formidable 39 points, from 2015, scoring a total of 888 and with a mere difference of only 13 points from being the front-runners. Tata Motors has been consistently growing in this study since the last five years and has embarked on a transformation journey.
Speaking on the achievement, Mr. Mayank Pareek, President, Passenger Vehicle Business, Tata Motors, said, “Service is key in the automotive industry and makes a difference in the car buying decision too. We have worked hard on our service offerings last year and are delighted today to secure the second highest score in the J D Power 2016 Syndicate Customer Service Index Study, which is also the highest increase in score in the industry, this year. This is a proof of our consistently focused efforts towards customer service. Last year, the company rolled-out several new, industry leading service initiatives including the monsoon service and nationwide quarterly mega service camps. With new service programmes like Speed-O-Service and increased usage of technology like V-Tabs, our service team has strived to increase service levels and deliver vehicles within 90 minutes. Customers have recognized these efforts and are witnessing the change in the manner in which we engage with them at our touch points.”
The J.D. Power 2016 India Customer Service Index Study is designed to provide manufacturers an objective assessment of the customers’ satisfaction with dealer service during the first 12 to 24 months of vehicle ownership. This study further examines additional service concepts – such as, variation in satisfaction among maintenance and repair customers, dealer and non-dealer, service facility usage and loyalty that designates the highest performers in the industry. According to this study, Tata Motors has improved across five factors such as service initiation, service advisor, service facility, vehicle pick up and service quality.
Tata Motors will continue to provide contemporary and enhanced customer experience in dealerships and will create more opportunities for customers to experience the best-in-class purchase and after-sales experience.