Social Activities 

As part of social activities, 22 clubs and 16 sports teams founded voluntarily by Tofaş employees organize events. Over 5,000 Tofaş employees and their relatives participated in the 33 events organized. Although the number of events decreased due to the pandemic, they were primarily conducted online.

Tofaş employees have access to restaurants, cafes, and indoor and outdoor playgrounds where they can spend time with their families. Those who want to play sports can use the table tennis area, basketball courts, and fitness center at the Bursa Plant’s Mustafa V. Koç Sports Hall. All employees have access to outdoor sports facilities such as a basketball court, tennis courts and an astroturf field. In addition, all employees can benefit from the fitness center at the Istanbul Headquarters.

Acting responsibly to reduce environmental damage, 1,007 Tofaş employees did not request an agenda for 2022 and donated saplings to the TEMA Foundation as part of the “Breathe for the Future” program, demonstrating their shared sensitivity in this area.

Customer Satisfaction 

We regularly conduct customer satisfaction surveys in order to respond to the needs and expectations of our target audience. In addition to the solutions, we offer in sales and after-sales processes to ensure the happiness of our customers, we take care to ensure consumer rights under all circumstances. We strive to meet the needs and expectations of our customers in the best way possible by complying with the relevant corporate rules and legal requirements.

We have a customer relationship management system built on a common understanding with customers, dealers and approved services from 126 locations in many regions of Turkey. Within the framework of this approach, customer satisfaction is ensured, and continuous improvement is achieved in every field.

With the Vehicle Tracking in Service Application, which we developed by focusing on customer experience, our customers can keep up-to-date with the status of their vehicles in service on digital screens in waiting areas. This way, customers can instantly monitor all stages of the cars’ maintenance status.

By the “speed” philosophy we promised as a brand, we created “Fast Service” and enabled our customers to reduce their time for maintenance/repair operations. We guarantee that our customers who choose one of the transactions with the “Express Service” and make an appointment will receive their cars back within an hour.

As Tofaş, we have achieved a first in the automotive sector of Turkey by offering our customers the opportunity to start a video chat with a sales consultant without the need to download applications or make an appointment. Instant video chat is arranged with potential customers through Fiat.com.tr. The automobile sales procedure is carried out simply by offering dealer experience to customers with the “Connect to the showroom instantly, buy your car!” project.

Fiat Connect Insurance

We ensure customer satisfaction and loyalty by offering motor insurance policy services at service stations. Among the most important concerns in the area of policy pricing are issues such as not affecting the policy price of vehicles that are not used for a long period of time and reflecting the costs of people who cause damage to the policies. As part of our aim to develop the “Smart Motor Insurance” business model, we use technologies such as chatbot, RPA and connect to base pricing on data such as vehicle usage. To this end, in cooperation with Aksigorta, we provided advantages such as cost savings and avoiding unnecessary payments by offering policy offers tailored to the usage characteristics of our customers. In the automobile insurance sector, we developed a business strategy that focuses on data and provides value for all our partners, and developed an application that increases customer loyalty by encouraging safe driving.

Free Vehicle Disinfection Service for Customers

Owners of Fiat, Alfa Romeo and Jeep® branded vehicles, regardless of model year or mileage, received free vehicle disinfection throughout the pandemic.

Vehicle safety and quality are prioritized in all our processes. We support the development of smart vehicles to ensure comfort and safety for the driver and act in line with Stellantis’s vision of “safety for all passengers”. The innovations created in this direction are developed in accordance with the standards and legal requirements of the markets in which we operate.

We take both active and passive safety measures in line with the importance we attach to the safety of our drivers, passengers, other road users and pedestrians. Passive safety systems aim to reduce the loss and damage that may occur in the event of an accident, while active safety systems aim to prevent accidents from occurring. We use driver and vehicle data in the light of data science and learning algorithms by developing preventive studies to predict potential accidents and malfunctions.

In 2021, Tofaş was not subjected to any fines or warnings related to non-compliance with regulations and/or laws regarding the health and safety impacts of our products and services. In addition, in 2021, there were no incidents of non-compliance with regulations and/or codes regarding product and service information and labeling. In the same year, there were no fines or warnings related to non-compliance with regulations and/or voluntary codes related to marketing communications, including advertising, promotion and sponsorship.

Customer Data Privacy

We know the importance of data privacy and never share personal information with third parties. In personal data protection, there has been no leakage or theft of data. In 2021, our customers had no complaints of breach of privacy.