If there is one thing that has underscored the performance of Tata Motors this year, it is the increased customer-centricity of the company. This approach is made even more important for Tata with the imminent launch of the Hexa, which will have a premium positioning in the market.
Maintaining a strong after sales service momentum, the company jumped a whopping 39 points from its 2015 rating, and scored the second highest score of 888 in the J.D. Power 2016 Syndicate India Customer Service Index Study and registering itself as the most improved brand this year. Tata Motors caters to customers across 527 workshops in 281 cities backed by consistent quality of service. Having rolled out three mega service camps in the year 2016, Tata Motors hosted 3,61,425 customers; an increase by 19,591 numbers over last year. With a significant jump of 13% over last year, the Lost Customer Recovery during Mega Camps number stood at 60,228 compared to 53,255 last year.
Additionally, through Crack Team Identification, the company has strived to reduce the number of customer complaints despite an increase in vehicle inflow. The efforts have resulted in quick and speedy resolutions, reducing complaint closure cycle time from 72 to 48 hours. Customers have recognised the efforts and are witnessing the change at touch points in the manner in which the brand engages itself. Also, during this year, the company added four training centres, one each in Kolkata, Lucknow, Chandigarh and Coimbatore to improve the service quality, upgrade the skills of the technical staff.