Tata Motors Customer Service No 1 in Bengaluru: J.D. Power 2017 Study
Tata Motors grabs pole position in J.D. Power 2017 India Customer Service Index (Mass Market) Study in Bengaluru through its continuous endeavor to offer customers a seamless after sale experience. Maintaining a strong after sales service momentum, the company scored the highest score of 958 points out of a total of 1000, registering itself as a consistently growing player in the study.
On a national scale Tata Motors bagged the 2nd position in J.D. Power 2017 India Customer Service Index (Mass Market) scoring 893 points. The Company has strived to increase customer satisfaction across five parameters – service quality, service initiation, service advisor, service facility and vehicle pick-up in the city, resulting in 100% recovery of dissatisfied customers through personalized attention by Customer Relationship Managers. Going forward, Tata Motors will continue to focus on bringing technological advancements and upgrading infrastructure at its dealerships and workshops in Bengaluru
Commenting on the company’s focus on customer service, Mr. Dinesh Bhasin, Head of Customer Care, Passenger Vehicle Business Unit, Tata Motors said,
Bengaluru is an important market for Tata Motors and we are extremely proud of achieving this milestone. The result of the survey is a testament to our commitment in redefining the customer experience through unwavering and impeccable service initiatives. Customer service is a crucial element for sustaining the reputation and growth of a company; therefore, it is an intrinsic part of our customer engagement process. We are committed to improving this further, providing the best after sales services along with a value-added ownership experience to keep our customers happy.
Tata Motors has a countrywide presence, catering to customers across 630 workshops in 281 cities backed by consistent quality of service. Tata Motors has also over 30 mobile service vans; bringing the brand closer to its customers. Further, the Company conducted seven mega service camps, which serviced 8.5 lac vehicles, in last two and a half years. The company has also established ten training centres across all India, to improve the service quality and upgrade the skills of their technical staff.
Delving into digitization, Tata Motors introduced the Tata Motors Service Application (TMSA) in 2014, across the network to help customers hassle-free service experience. In addition, the company also introduced Tata Motors Service Connect – a customer friendly app to help them engage with the company and keep track of all aftermarket needs corresponding to the vehicles owned by them. Reinforcing the company’s image as a customer-centric brand, this innovative digital service platform drew 110,000 downloads with the best rating of 4.0 in the Google Play Store since its launch in April. This has led to an increase in service bookings from 2850 to 12000 in the last 6 months.