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Tata Motors Passenger Vehicle Business Unit ranks 2nd in the J.D. Power 2019 India Customer Service Index (Mass Market) StudySM Press kit

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16 October, 2019

Key highlights:

  • An achievement for the third successive year
  • By scoring 870 on a 1000-point scale, the company has crossed the industry average score (826 for this year) for the fourth time

In an acknowledgement of Tata Motors’ commitment to offer its customers a seamless after-sales experience, the Company has once again been ranked the 2nd highest with a score of 870 (above industry average of 826) in the prestigious J.D. Power India Customer Service Index (Mass Market) StudySM for the year 2019. This is the third consecutive year that Tata Motors has secured this rank.

This study is based on responses from 7,177 new-vehicle owners who purchased their vehicle between March 2016 and August 2018, it was fielded from March through August 2019. Now in its 23rd year, the Study measures new-vehicle owner satisfaction with the after-sales service process by examining dealership performance in five factors (listed in order of importance): 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, "We are delighted to announce that we have secured the 2nd rank in the prestigious J.D. Power CSI Study rankings once again this year. This is an incredible achievement for all of us at Tata Motors as it attests to the success of our initiatives that result in an exceptional overall customer experience. We are committed to the continuous improvement of our customer service efforts by keeping our customers’ needs in mind and through constant industry analyses so we can constantly succeed at being the best in terms of overall customer experience."

According to Mr. Subhajit Roy, Head Customer Care, Domestic & International Business – PVBU, Tata Motors – "We have always aimed to provide our customers with excellent quality service on all their products and we have successfully achieved that yet again by being ranked 2nd in the coveted J.D. Power CSI Study rankings this year. We hope to continue to succeed in this endeavor and consistently provide our customers with a refined and value-for-money experience."

Tata Motors has a countrywide presence, catering to customers across 650+ workshops by consistent quality & service delivery. Tata Motors continues to upgrade its workshops with comfortable lounges and state of the art technology, to better serve its patrons. TML workshops are continuing to practice the waterless, foam washing at customer doorstep and at around 200 workshops across India.

Further, the company has added a slew of features in the Tata Motors Service Connect App, like Service Booking, Dealer Locator, Cost Estimate Calculator for Scheduled and Standard Repairs and Service History among others. Reinforcing the company’s image as a customer-centric brand, the app has been rated as one of the best in its segment by customers on the Google Play store. Tata Motors is also focusing on digital transformation of workshops by launching applications like job card opening through tablets, digital ready reckoner, electronic estimate tool, vehicle tracking and bay scheduler etc. to further enhance the digital experience of customers.

Additionally, the online platform, Tata Motors Service Website can be visited for booking an appointment for car service & repairs and for information regarding vehicle servicing, Authorized Dealers / Service Center locations, as well as services like extended warranty, annual maintenance contracts (value care), 24×7 roadside assistance support, Women-Assist Program and so forth.

About Tata Motors

Tata Motors Limited (NYSE: TTM; BSE: 500570 and 570001; NSE: TATAMOTORS and TATAMTRDVR), a USD 44 billion organization, is a leading global automobile manufacturer of cars, utility vehicles, pick-ups, trucks and buses. Part of the USD 110 billion Tata group, Tata Motors is India’s largest and the only OEM offering extensive range of integrated, smart and e-mobility solutions. It has operations in India, the UK, South Korea, Thailand, South Africa, and Indonesia through a strong global network of 134 subsidiaries, associate companies and joint ventures, including Jaguar Land Rover in the UK and Tata Daewoo in South Korea.

With a focus on engineering and tech enabled automotive solutions catering to the future of mobility, Tata Motors is India’s market leader in commercial vehicles and amongst the top four in the passenger vehicles market. With ‘Connecting Aspirations’ at the core of its brand promise, the company’s innovation efforts are focused to develop pioneering technologies that are sustainable as well as suited to evolving aspirations of the market and the customers. Tata Motors strives to bring new products that fire the imagination of GenNext customers, fueled by state of the art design and R&D centers located in India, UK, US, Italy and South Korea. Internationally, Tata commercial and passenger vehicles are marketed in countries, spread across Africa, the Middle East, South Asia, South East Asia, South America, Australia, CIS, and Russia.

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