PRINCIPLE 9: Customer Value
- What percentage of customer complaints/consumer cases are pending as on the end of financial year.
The Company provided its customers with the best in class after sales service. We hear our customers through various mediums such as 24X7 Call center toll free no, website, social media, Tata Motors Service Connect App.
The Company Service rests on three core ‘Service Promises’ – ‘Responsive’, ‘Reliable’ and ‘Best value’. A host of distinctive facilities and services are being offered to deliver each of these promises to customers in the Company’s nationwide service network.
- Does the company display product information on the product label, over and above what is mandated as per local laws? Yes/No/N.A./Remarks (additional information)
The Company displays all the requisite product information and safety guidance on the product label as required by the local laws. Over and above the mandatory requirements, the Company also subscribes to guidance by SIAM (Society of Indian Automobile Manufacturers) of various customer information requirements such as the Fuel Economy Customer Information. The vehicle manual is an important source of information for customers which contains product information, safety guidance, customer support details and tips on efficient use of the vehicle.
- Is there any case filed by any stakeholder against the company regarding unfair trade practices, irresponsible advertising and/or anti-competitive behavior during the last five years and pending as on end of financial year. If so, provide details thereof, in about 50 words or so
The National Fair Trade Regulator - the Competition Commission of India ('CCI') had initiated legal actions for alleged anti - competition behavior against 17 manufactures including the Company. The matter was disposed by the Delhi High Court and currently is subjudice before the Supreme Court which has stayed the penalty imposed by the CCI, till the next date of hearing.
- Did your company carry out any consumer survey/consumer satisfaction trends?
Regular customer satisfaction surveys are conducted to assesscustomer satisfaction levels and benchmark the Company’s performance with industry peers. Customer centricity is intrinsic to the Company culture – develop, deliver, delight. The Company continuously strive to provide best services to enhance its customer engagement. The customer service quality is met through integration of our Customer Relationship Management and Dealer Management System (CRM – DMS).
The Passenger Vehicle business uses globally renowned J.D.Power survey scores to assess overall customer satisfaction and benchmark with industry peers. The Commercial Vehicle business conduct customer satisfaction survey (eQ scores) through External Agency AC Nielsen every year. The eQ i.e. CEI scores conducted by AC Nielsen are in line with our internal satisfaction scores.