Tofaş - 2017 Sustainability Report

We pay utmost importance to the expectations and needs of our customers while designing products and services. We produce vehicles that have the requirements of target markets at high quality standards complying with the defined brand and model diversity, and endeavor to enhance customer satisfaction level. We give utmost importance to offer solutions to customers, to meet their needs and to protect their rights under any conditions within the frame of company policies and legal practices.

We work to rank in the top levels of Europe Customer Satisfaction Survey with our after-sales service quality and excellent customer experience. We work in coordination with dealers and authorized services and prepare development plans in order to maintain customer satisfaction both during and after sales, and to offer higher service quality to customers. We continuously improve customer satisfaction via customer relations management system and measure satisfaction levels via independent researches. In the reporting period, Customer Satisfaction Score was 72.6%. The reason of the decline trend in the satisfaction level compared to the previous year is the change in the method of calculation.

Fast Track Service Our target is to reduce processing periods during service works for the simple maintenance & repair requirements of our customers based on the “speed” principle which is one of the brand commitments of Tofaş in “Fast Track Service.” In this regard, we commit customers who make an appointment from “Fast Track Service” to receive their vehicles in an hour at most when they demand one of the processes defined in this service. For detailed information: https://otomobil.fiat.com.tr/hizli-servis-randevusu

Vehicle Status Tracking at Service In this application designed based on customer experiences, we placed digital screens in customer waiting areas to enable customers track the status of their vehicles and receive instant notifications. Through these screens, customers are able to instantly monitor all process steps regarding their vehicles.

Customer Satisfaction Policy is available on www.tofas.com.tr/en/About/Pages/Policies/CustomerSatisfactionPolicy.aspx or on 2017 Tofaş Annual Report published also in ir.tofas.com.tr/en/index.html.