On the 2nd consecutive year, Tata Motors customer service ranked 2nd in J D Power India Customer Service Index 2018. Tata Motors moves ahead of Maruti Suzuki clearly this time in terms of customer service. In 2017, Tata Motors and Maruti Suzuki shared the second position while this time the Tata Motors stands alone in the 2nd position.
Tata Motors scored 874 on a 1000 point scale while the industry average score stands at 838 in the J.D. Power India Customer Service Index (Mass Market) Study for the year 2018. The study is based on the feedback received from the 9045 new car owners between March 2015 and August 2018. The study shows the satisfaction of the owners and the feedback of the aftersales service received at the dealership level.
The valuation is generated considering this five service factors:
- Quality (30%),
- Initiation (18%),
- Facility (18%),
- Advisor (17%)
- Vehicle pickup (17%), where percentage shows the importance of the particular factor.
Also, Tata Motors recently posted sales growth of 11% in the passenger vehicle segment in October 2018 when the whole auto industry grew by 2%. Maruti Suzuki posted their sales growth of 1.5% in this period. Tata Nexon, Tiago and Tigor contribute greatly to this sales growth.
The most noteworthy is the fact that 28% of Tata’s customers are of age 30 years or below. Meeting the requirements of these customers in terms of speed, convenience and transparency is a crucial challenge. The service network of Tata Motors consists of 575 full fledge workshops and 42 mobile service vans. Even more, waterless foam washing is available at customer doorstep and across 150 workshops.