Tata Motors was ranked second in J D Power 2017 India Customer Service Index (CSI) Study. Several initiatives were taken that helped move us up the ladder in 2017. Our Navratna strategy (Nine Mantras) includes a focus on key service advisory, laundry fresh vehicles, customer relationship building, focus on vehicle pick-up process, and ceremonious delivery of body repair vehicles.
We also conducted focused reviews and interactions with customers to gather feedback and take quick corrective action. Additionally, we also updated our Tata Motors Service Connect (TMSC) customer service app by adding new features, based on feedback received from our customers.
Speaking on the achievement, Mr. Mayank Pareek, President, Passenger Vehicle Business, Tata Motors, said, "It is a proud moment for us at Tata Motors to rank second (3rd rank in 2016) in the J D Power 2017 India Customer Service Index (CSI) Study with a score of 893 points. While the Mass market average has gone down by 3 points (880 to 877), we have gone up by 5 points. With enriched purchase experience and consistent quality of service as its key pillars, customer centricity remains imperative. We have been consistently pushing boundaries, connecting aspirations of our customers with a special focus on personalized attention to customer, nation-wide service camps etc. This recognition is a testament of our commitment to offer customer centric and tailor-made product service solutions. We thank our customers for their continued trust in the brand. While we have improved our rank from last year, we will give our best and aim for rank 1."