Tofaş’s top priority in customer satisfaction is to ensure that our production activities offer a variety of brands and models and meet high quality requirements to satisfy the needs of target markets. The other pillar of ensuring customer satisfaction is to offer solutions to our customers in sales and after-sales processes and to respect customer’s rights under all conditions. We pay attention to satisfy the needs and expectations of our customers within the framework of company policies and legal practices. The main characteristics of our brand from the viewpoint of our consumers are that our vehicles in the automobile category are economical, suitable for family use, driver-friendly, popular, and have low maintenance costs, and in the light commercial vehicle category are suitable for business life and for families.
We manage our customers, dealers and authorized services in Turkey’s different regions with different cultures, through the customer relations management systems we have established with a common understanding. This allows us to ensure that the communication between the customer, dealer/technical service, and Tofaş, the three pillars of customer satisfaction, progresses systematically.
We strive to achieve the highest rank in the European Customer Satisfaction Survey, based on our after-sales service quality and the consumer experience we provide. Our Customer Satisfaction Score, which was 79.6% in 2018, increased to 85.12% in 2019.
Within the scope of our “Vehicle Status Tracking at the Service” application, which we have developed based on customer experience, digital screens are placed in customer waiting areas so that customers can track the status of their vehicles during service operations and receive instant notification. On these screens, customers can instantly monitor all stages of the process regarding their vehicles.
With our “Fast Service” application developed in line with the principle of “speed”, which is one of our brand promises, we aim to shorten the service time of simple maintenance/repair needs of our customers. In cases when our customers request only one of the operations offered with the application, we guarantee to deliver their vehicles within maximum one hour by providing them a “Fast Service” appointment opportunity.
In 2019, as a first in the Turkish automotive sector, we launched an online application allowing customers to start a video conversation with the sales consultant via the website, without any requirement to install any applications or make an appointment. Through our new project “Connect to the showroom instantly and buy your car!”, which offers an easy sales process, potential customers may contact with a dealer through a video call and experience a virtual showroom visit at www.fiat.com.tr.
You can access our Customer Satisfaction Policy at tofas.com.tr/en/Sustainability/Policies or in the Tofaş Annual Report 2019 which is published interactively at ir.tofas.com.tr/2019/en/