We consider customer satisfaction as a multi-component issue. In the first stage, we carry out our production activities in accordance with the brand and model diversity and in high quality conditions, taking into account the needs of the target markets. The other pillar of customer satisfaction is to provide solutions to our customers in sales and after-sales processes and to ensure customer rights under all conditions.

With a customer-oriented approach, we strive to produce the most appropriate solutions for our customers within the framework of Tofaş company policy and legal practices and to monitor their needs at every stage. We strive to continuously increase customer satisfaction through our customer relationship management systems, joint works with dealers and authorized services.

With our after-sales service quality and the superior consumer experience we provide in our country, we strive to achieve the highest rank in the European Customer Satisfaction Survey. We measure the satisfaction level of our customers through unbiased research. In 2018, our Customer Satisfaction Score stood at 79.6%. We evaluate the feedback from our customers in business processes to ensure proactive improvements in our products and services.

Within the scope of Vehicle Status Tracking Application in Service, which is based on the customer experience, digital displays are placed in customer waiting areas so that customers can track the status of their vehicles in the service and receive instant notification. Through these screens, customers can instantly monitor all stages of the process related to their vehicles.

In line with the principle of “speed”, which is one of our brand promises, with our “Fast Service”, we aim to shorten the time of operation in the service for the simple maintenance / repair needs of our customers. Customers who have a “Fast Service” appointment are required to take delivery of their vehicles within a maximum of 1 hour when they request one of the services specified in the service.

You can reach our Customer Satisfaction Policy via the address https://tofas.com.tr/en/Sustainability/Policies/Pages/default.aspx or the Tofaş Annual Report 2018 published in http://ir.tofas.com.tr/en/index.html