Tata Motors has climbed an impressive four position from 7th to the 3rd ranking in the latest JD Power study on Customer Service Index Study. In simple terms, Tata Motors is third best when it comes to post sales service.
The company is among the most improved nameplates in the study backed by strong service and sales experience initiatives. The 2016 JD Power India Customer Service 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.
Tata Motors is among the most improved brands in its customer service levels with an increase of formidable points of 39 from 2015. The company scored a total of 888 with a slight difference of only 13 points from the front-runners.
The company has been steadily growing in the 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 that service the key in an automotive industry and makes a difference in the car buying decision as well.
He added that Tata Motors have worked hard on their service offerings last year and are delighted today to secure the second highest score in the JD Power Study 2016 Syndicate Customer Service Index Study, this is also the highest increase in score in the industry this year.
Mr. Pareek said that this is a proof of their consistent focus on efforts towards customer service. Last year, Tata Motors rolled out several new, industry-leading new service program such as Speed-O-Service and increased usage of technologies like V-Tabs, their service team has strived to increase the service levels and deliver the vehicle within 90 minutes.
He further said that customers have recognized these efforts and are witnessing the change in the manner in which we engage with them at their touch points.
The JD Power Study examines additional service concepts which includes 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.
As per this study, Tata Motors have improved in five factors like service initiation, service advisor, service facility, vehicle pick-up and service quality.
The company said, that they 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.