Tata Motors PVBU Ranks Second In J.D. Power 2018 India Customer Service Index (Mass Market) Study !


The carmaker  managed to score as much as  874 on a 1000 point scale for securing the Podium …

We had earlier reported Hyundai India topping the 2018 J D Power India Customer Service Index (Mass market) Study  with its extensive network of dealerships and service outlets across the country.

So the question comes… Who is India’s second most efficient carmaker when it comes to after-sales care and customer satisfaction?

We have our own Tata Motors bearing the title as the carmaker has now hit the second spot by amassing a score of 874 in the study, leaving a fair margin to industry average of 838.

This is the second consecutive year that has seen Tata Motors grab this achievement and unsurprisingly though, they have managed to make a tad big improvement in performance from the previous year

Based on responses from 9,045 new-vehicle owners who had purchased their vehicle between March 2015 and August 2017, 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, “Securing the 2 nd rank in the prestigious J.D. Power CSI Study rankings is indeed an incredible achievement for all of us at Tata Motors. We are happy to announce that Tata Motors has surpassed the Study’s industry average score for the third time, this year. The result is a validation of our commitment to redefine the customer experience in our industry through pioneering and tireless service initiatives. We are committed to bettering our service experience further, through our industry-leading after-sales efforts coupled with a robust value-added offering to continue bringing smiles
on our customers’ faces.”

As per the Study, 28% of customers who visit dealerships for service are aged 30 years or younger. Hence, it is imperative to meet the expectations of this set of customers in terms of convenience, speed and transparency. Tata Motors leverages various digital mediums to serve this growing demographic as well as its more tech-savvy customers.

According to Mr. Subhajit Roy, Head Customer Care (Service & Spare Parts) Domestic & International Business – PVBU, Tata Motors – “We are on a constant endeavour to become a more customer centric organization and our emphasis has always been to deliver consistent & a top-notch quality service and ensure enriched after-sales experience for our customers. These rankings confirm
that we are on track in our mission to provide the best of products and services and improve on them further at our workshops. We will continue to strive to be the fastest improving company in the industry through our commitment to Customers and our three core Service Promises – Responsive, Reliable, and Best Value.”

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 is rated the best in its class by customers on the Google Play store.

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 and so forth.

So Tata users out here, how have your experiences with the brand been so far?  Let us know through the comments…