> As per the Study, 28 percent of customers who visit dealerships for service are aged 30 years or younger
> By scoring 874 on a 1000 point scale, the company has crossed the industry average score of 838 for the third time
Tata Motors ranks second in J.D. Power’s India Customer Service Index (Mass Market-2018).
The results prove that Tata Motors has been working hard towards tightening its after-sales experience, especially when you consider that the brand has achieved this feat for the second consecutive year.
This Study is based on responses from 9,045 new-vehicle owners who purchased their vehicle between March 2015 and August 2017 (fielded from March through August 2018). Now in its 22nd year, the Study measures new-vehicle owner satisfaction with the after-sales service process by examining dealership performance in five factors. These are Service quality (30%), service initiation (18%), service facility (18%), service advisor (17%) and vehicle pick-up (17%).
Commenting on this achievement, Mr. Mayank Pareek, President – Passenger Vehicles Business Unit (PVBU), Tata Motors, said, “Securing the 2nd rank in the prestigious J.D. Power CSI Study rankings is indeed an incredible achievement for all of us at Tata Motors. We are happy to announce that Tata Motors has surpassed the Study’s industry average score for the third time, this year. The result is a validation of our commitment to redefine the customer experience in our industry through pioneering and tireless service initiatives. We are committed to bettering our service experience further, through our industry-leading after-sales efforts coupled with a robust value-added offering to continue bringing smiles on our customers’ faces.”
Tata Motors currently caters to customers through 575 workshops and over 42 mobile service vans. Besides that, and in case you didn’t know already, it has also begun using waterless-foam washing at the customer’s premise, and also at about 150 workshops across India.