According to customer satisfaction surveys, creating a variety of models and brands that will satisfy the needs of target markets, and reaching high quality standards in production are the most prominent issues. Another pillar of customer satisfaction, on the other hand, is to offer proper solutions to customers in sales and aftersales processes and to respect customers’ rights under all circumstances. Tofaş does its best to meet the needs and expectations of its customers at the highest level possible in line with the company policies and legal practices. Our consumers love low-maintenance family cars that are affordable for a large segment of the society, as well as light commercial vehicles that are suitable for both working class and families with kids.

We manage our culturally-diverse customers, dealers, and authorized services located in 126 points at various regions of Turkey with a common understanding of customer relations management system, as a result of which, the three pillars of customer satisfaction, i.e. customers, dealers/authorized services and Tofaş, progress 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. Accordingly, our customer satisfaction score, a significant indicator in this respect, was 85.12% in 2019, which reached 85.54% in 2020.

Thanks to Vehicle Status Tracking at the Service application created based on customer experience at service points, customers are able to track the status of their vehicles and receive instant notifications through the digital screens in the waiting rooms. Using these screens, customers can instantaneously view all relevant service procedures.

With our “Fast Service” option developed in line with one of our brand promises, i.e. the principle of “speed”, we aim to shorten the service time for maintenance/repair works. We guarantee that the vehicles will be delivered within one hour, provided that the customers make a “Fast Service” appointment for a procedure falling under the scope of “Fast Service”.

Tofaş was the first Turkish automotive company to provide its customers with the opportunity to start a video chat with a sales consultant via the website, without any requirement to install any application or make an appointment. Thanks to our project called “Connect to the showroom instantly and buy your car!”, video calls were made with potential customers over www.fiat.com.tr, during which customers had the chance to talk with dealers which facilitated the sales process.

You can access our Customer Satisfaction Policy at tofas.com.tr/Surdurulebilirlik/Politikalar or in the Tofaş Annual Report 2020, which is published at ir.tofas.com.tr/2020/.

Fiat Connect Insurance One of the most significant factors ensuring customer satisfaction and loyalty is insurance policies, one of the services we provide at our service stations. Considering the main problems faced while setting a price for policies, e.g. not taking into account vehicle activity while setting a price, and reflecting costs associated with damages on policies, we decided to create «smart insurance» business model using such technologies as Cahtbot, RPA, and Connect, considering how and how long the vehicles are used, which allow us, in cooperation with Aksigorta, to prepare policies suitable for our customers and provide them with cost advantages. As a result, we developed a business model that creates value for our insurance stakeholders based on the data collected, encouraged our customers to drive safely, and strengthened the loyalty our customers have for us.

Free Vehicle Disinfection Service For Our Customers During the pandemic, vehicle disinfection service was provided free-of-charge for Fiat, Alfa Romeo, and Jeep® brands, regardless of make, model, or km, with the aim of protecting public health.