2016 has been a plenteous year for Tata Motors. With its customer-centric approaches and consistent quality services, Tata has improved its ownership experiences across the country. The Pune-based carmaker maintained a strong after sales service momentum throughout the year. This has helped the company achieve the second highest score in the J.D.Power 2016 Syndicate India Customer Service Index Study, thus becoming the most improved brand of the year.
Tata has scored 888 points out of 1000, which is 39 points more than the 2015 rating. The company plans to further expand 200 more service touch points in 2017. Read – Akshay Kumar Becomes Tata Motors’ Brand Ambassador For Commercial Vehicles
Commenting on the company’s focus on customer service, Dinesh Bhasin, Head- Customer Support, Passenger Vehicle Business Unit, Tata Motors, said, “Enriched purchase experience and consistent quality of service are key pillars of Tata Motors’ customer-centric strategy. The introduction of new service programmes like ‘Speed-O-Service’, pick-up and drop, along with an increased usage of technology like Service App, V-Tabs and body-repair estimation tool- Audatex, has enabled increased service levels with delivery of vehicles within 90 minutes. All these efforts have resulted in a good performance in the J.D. Power 2016 Syndicate India Customer Service Index Study. We have regained our No 1 rank in the southern region. Through consistent service initiatives, we reaffirm our commitment to provide the best after sales services along with a value-added ownership experience.”
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Talking about the service network of the company, Tata Motors has a strong countrywide presence with 527 workshops in 281 cities backed by consistent quality of service. With an aim to improve its customer services, the company has organised three mega service camps that hosted 361,425 customers this year. With a significant jump of 13% over last year, the Lost Customer Recovery during Mega Camps number stood at 60,228 compared to 53,255 last year.
The company has also set up four training centres, one each in Chandigarh, Kolkata, Coimbatore and Lucknow. The main purpose of these centres is to improve service quality and upgrade technical skills of the staff. Besides this, Tata Motors introduced multiple digital apps for improving customer services across all domains. Read – Tata Safari Storme & Xenon Will Be Used By Indian Armed Forces