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8/9/2019 Customer Satisfaction Tata Motors
http://slidepdf.com/reader/full/customer-satisfaction-tata-motors 1/92
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8/9/2019 Customer Satisfaction Tata Motors
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8/9/2019 Customer Satisfaction Tata Motors
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8/9/2019 Customer Satisfaction Tata Motors
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8/9/2019 Customer Satisfaction Tata Motors
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8/9/2019 Customer Satisfaction Tata Motors
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8/9/2019 Customer Satisfaction Tata Motors
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8/9/2019 Customer Satisfaction Tata Motors
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8/9/2019 Customer Satisfaction Tata Motors
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@ dtfcj israfkc ij rhc hf}ritv ij rhc fkrctk`a mieds}rfik cknfkc fkmasbc} rhc
jiaai~fkn hfnhafnhr}+
0:8< % Bsrmh |hv}fmf}r! Mhtf}rf`k Hsvnckc}} bc}fnkcb (dsr kczct dsfar& `k
fkrctk`a mieds}rfik cknfkc rh`r ~`} dc jscacb ~frh nsk|i~bct+
08<> % Jt`kmif} F}``m bc Tfz` ij ]~fcta`kb fkzckrcb `k fkrctk`a
mieds}rfik cknfkc rh`r s}cb ` efxrstc ij hvbtinck `kb ixvnck jit jsca+
Tfz` bc}fnkcb ` m`t jit hf} cknfkc ” rhc jft}r fkrctk`a mieds}rfik |i~ctcb
`srieidfac+ Hi~czct! rhf} ~`} ` zctv sk}smmc}}jsa zchfmac+
0842 % Cknaf}h cknfkcct! ]sesca Dti~k `b`|rcb `k iab Kc~mieck }rc`e
cknfkc ri dstk n`}! `kb hc s}cb fr ri dtfcjav |i~ct ` zchfmac s| ]hiirct‖}
Hfaa fk Aikbik+
0838 % Dcanf`k ” ditk cknfkcct! oc`k oi}c|h Crfckkc Ackift fkzckrcb `kb
|`rckrcb (08:<& ` bisdac%`mrfkn! cacmrtfm }|`tg%fnkfrfik fkrctk`a mieds}rfik
cknfkc jscacb dv mi`a n`}+ Fk 08:=! Ackift `rr`mhcb `k fe|tizcb cknfkc
(s}fkn |crtiacse `kb ` |tfefrfzc m`tdstcrit& ri ` rhtcc%~hccacb ~`nik rh`r
e`k`ncb ri mie|acrc `k hf}ritfm jfjrv%efac ti`b rtf|+ (]cc fe`nc `r ri|&
08:4 % @a|hik}c Dc`s bc Timh`}! ` Jtckmh mfzfa cknfkcct! |`rckrcc dsr bfb
kir dsfab ` jits%}rtigc cknfkc (Jtckmh |`rckr -34! 36=! O`ks`tv 0:! 08:4&+
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08:2 ” @s}rtf`k cknfkcct ” ]fcnjtfcb E`tms}/! dsfar ` ikc%mvafkbct cknfkc
~frh ` mtsbc m`tdstcrit! `kb `rr`mhcb hf} cknfkc ri ` m`tr jit ` timgv 3<<%
jiir btfzc+ Fr ~`} rhc ~itab‖} jft}r n`}iafkc%|i~ctcb zchfmac+ ]czct`a vc`t
a`rct! E`tms} ~`} `dac ri bc}fnk ` zchfmac rh`r dtfcjav t`k `r 0< e|h rh`r
}iec hf}ritf`k} mik}fbct ~`} rhc jitctskkct ij rhc eibctk `srieidfac+
08>= ” Ncitnc Dt`vrik! `k @ectfm`k cknfkcct! bczcai|cb `k sk}smmc}}jsa
r~i%}rtigc gcti}ckc cknfkc (fr s}cb r~i cxrctk`a |se|fkn mvafkbct}&+
Hi~czct! fr ~`} mik}fbctcb rh`r jft}r }`jc `kb |t`mrfm`a ifa cknfkc+
08:: ” Ncte`k cknfkcct}! Csnck A`knck `kb Kfgia s} @sns}r Irri
fe|tizcb ik Ackift‖} `kb bc Timh`}‖ bc}fnk} `kb fkzckrcb ` eitc cjjfmfckr
n`} cknfkc+
08>: ” Kfgia`s} @sns}r Irri fkzckrcb `kb a`rct |`rckrcb ` }smmc}}jsa jist
}rtigc cknfkc! gki~k `} rhc ‑Irri Mvmac―+
08>: ” Rhc jft}r }smmc}}jsa r~i%}rtigc cknfkc ~`} fkzckrcb dv ]ft Bisn`ab
Mactg+
088= ” Jtckmh cknfkcct! Cbis`tb Bca`e`tc ” Bcdisrczfaac! dsfar ` }fknac%
mvafkbct jist%}rtigc cknfkc rh`r t`k ik }rizc n`}+ Fr f} kir mctr`fk fj hc bfb
fkbccb dsfab ` m`t! hi~czct! Bca`e`tc%Bcdisrczfaac‖} bc}fnk} ~ctc zctv
`bz`kmc} jit rhc rfec ” `hc`b ij dirh B`feact `kb Dck fk }iec ~`v} `r
ac`}r ik |`|ct+
0883 ” Nirrafcd B`feact fkzckrcb ~h`r f} ijrck tcminkfcb `} rhc |tirirv|c
ij rhc eibctk n`} cknfkc ” ~frh ` zctrfm`a mvafkbct! `kb ~frh n`}iafkc
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fkocmrcb rhtisnh ` m`tdstcrit (|`rckrcb fk 088>&+ B`feact jft}r dsfar ` r~i%
~hccacb zchfmac rhc ‑Tcfr~`nck― (Tfbfkn M`ttf`nc& ~frh rhf} cknfkc `kb `
vc`t a`rct dsfar rhc ~itab‖} jft}r jist%~hccacb eirit zchfmac+
088: ” Ik O`ks`tv 46! G`ta Dck tcmcfzcb rhc jft}r |`rckr (BT\ Ki+ =>2=3&
jit ` n`}%jscacb m`t+
0886 ” B`feact dsfar `k fe|tizcb jist%}rtigc cknfkc ~frh es}htiie%
}h`|cb z`azc} `kb r~i Z%}a`kr mvafkbct}+
086< ” ^fahcae E`vd`mh dsfar rhc jft}r jist ” mvafkbct! jist ” }rtigc
cknfkc+
Cknfkc bc}fnk `kb m`t bc}fnk ~ctc fkrcnt`a `mrfzfrfc}! `aei}r `aa ij rhc
cknfkc bc}fnkct} eckrfikcb `dizc `a}i bc}fnkcb m`t}! `kb ` jc~ ~ckr ik ri
dcmiec e`oit e`ksj`mrstc} ij `srieidfac}+ @aa ij rhc}c fkzckrit} `kb eitc
e`bc kir`dac fe|tizceckr} fk rhc bc}fnk ij rhc fkrctk`a mieds}rfik zchfmac}+
Rhc Fe|itr`kmc ij Kfmia`s} Irri
Ikc ij rhc ei}r fe|itr`kr a`kbe`tg} fk cknfkc bc}fnk miec} jtie
kfmia`s} @sns}r Irri ~hi fk 08>: fkzckrcb `k cjjcmrfzc n`} eirit cknfkc+ Irri
dsfar rhc jft}r |t`mrfm a jist%}rtigc fkrctk`a mieds}rfik cknfkc m`aacb rhc ‑Irri
Mvmac Cknfkc― `kb `} }iik `} hc h`b mie|acrcb hf} cknfkc! hc dsfar fr fkri `
eiritmvmac Irri‖} mikrtfdsrfik} ~ctc zctv hf}ritfm`aav }fnkfjfm`kr! fr ~`} hf}
jist%}rtigc cknfkc rh`r ~`} skfzct}`aav `bi|rcb jit `aa afpsfb%jscacb
`srieidfac} nifkn jit~`tb+
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Rhc Fe|itr`kmc ij G`ta Dck
Fk 0883! Ncte`k ecmh`kfm`a cknfkcct! G`ta Dck bc}fnkcb `kb dsfar rhc
~itab‖} jft}r |t`mrfm`a `srieidfac ri dc |i~ctcb dv `k fkrctk`a%mieds}rfik
cknfkc+ Ik O`ks`tv 46! 088:! Dck tcmcfzcb rhc jft}r |`rckr (BT\ Ki+ =>2=3&
jit ` n`}%jscacb m`t+ Fr ~`} ` rhtcc%~hccact! Dck dsfar hf} jft}r jist%~hccact m`t
fk 0860+ Dck * Mfc+! rhc mie|`kv }r`trcb dv rhc fkzckrit! dcm`ec rhc ~itab‖}
a`tnc}r e`ksj`mrstc ij `srieidfac} dv 06<<+ Dck ~`} rhc jft}r fkzckrit ri
fkrcnt rc `k fkrctk`a mieds}rfik cknfkc ~frh ` mh`}}f} ” bc}fnkfkn dirh
rincrhct+
Rhc Fe|itr`kmc ij Nirrafcd B`feact
Fk 0883! Nirrafcd B`feact (rincrhct ~frh hf} bc}fnk |`trkct ^fahcae
E`vd`mh& riig Irri‖} fkrctk`a mieds}rfik cknfkc ` }rc| jstrhct `kb |`rckrcb
~h r f} nckct aav tcminkfcb `} rhc |tirirv|c ij rhc eibctk n`} cknfkc+
B`feact‖} mikkcmrfik ri Irri ~`} ` bftcmr ikc7 B`feact ~itgcb `} rcmhkfm`a
bftcmrit ij Bcsr N`}eiritckj`dtfg! ~hfmh Kfgia`s} Irri Mi%i~kcb fk 08>4+
Rhctc f} }iec mikrtizct}v `} ri ~hi dsfar rhc jft}r eiritmvmac Irri it B`feact+
Rhc 0883 B`feact%E`vd`mh cknfkc ~`} }e`aa! afnhr~cfnhr! j`}r! s}cb `
n`}iafkc%fkocmrcb m`tdstcrit! `kb h`b ` zctrfm`a mvafkbct+ Rhc }fc! }|ccb! `kb
cjjfmfckmv ij rhc cknfkc `aai~cb jit ` tcziasrfik fk m`t bc}fnk+ Ik E`tmh 8!
088:! B`feact riig ` }r`ncmi`mh `kb `b`|rcb fr ri hiab hf} cknfkc! rhctcdv
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bc}fnkfkn rhc ~itab‖} jft}r%~hccacb `srieidfac+ B`feact f} mik}fbctcb rhc
jft}r fkzckrit ri h`zc fkzckrcb ` |t`mrfm`a fkrctk`a%mieds}rfik cknfkc+
Fk 0886! B`feact fkzckrcb ` Z%}a`krcb r~i mvafkbct}! jist%}rtigc cknfkc
~frh es}htiie%}h`|cb z`azc}+ Os}r afgc Irri‖} 08>: cknfkc! B`feact‖} kc~
cknfkc }cr rhc d`}f} jit `aa m`t cknfkc} nifkn jit~`tb+ @a}i fk 0886! B`feact
`kb E`vd`mh dsfar rhcft jft}r `srieidfac jtie rhc ntiskb s|7 rhcv bfb kir `b`|r
`kirhct |st|i}c zchfmac `} rhcv h`b `a~`v} dcck bikc |tczfis}av+ Rhc kc~
B`feact `srieidfac h`} ` jist%}|ccb rt`k}ef}}fik `kb idr`fkcb }|ccb} ij 0<
e|h+
B`feact jiskbcb rhc B`feact Eiritck%Nc}caa}mh`jr fk 086< ri
e`ksj`mrstc hf} bc}fnk}+ Caczck vc`t} a`rct! ^fahcae E`vd`mh bc}fnkcb rhc
Ectmcbc} `srieidfac+
Fj ]fcnjtfcb E`tms} dsfar hf} }cmikb m`t fk 08>3 `kb fr ~`} `} ma`fecb! fr
~isab h`zc dcck rhc jft}r zchfmac |i~ctcb dv ` jist%mvmac cknfkc `kb rhc jft}r
ri s}c n`}iafkc `} ` jsca! rhc jft}r h`zfkn ` m`tdstcrit jit ` n`}iafkc cknfkc `kb
rhc jft}r h`zfkn ` e`nkcri fnkfrfik+ Hi~czct! rhc ikav cxf}rfkn czfbckmc
fkbfm`rc} rh`r rhc zchfmac ~`} dsfar mftm` 0888)86 ” rii a`rc ri dc jft}r+
Dv rhc c`tav 066<}! n`}iafkc m`t} }r`trcb ri isr}caa `aa irhct rv|c} ij
eirit zchfmac}+ Rhc e`tgcr ~`} nti~fkn jit cmikiefm`a `srieidfac} `kb rhc
kccb jit fkbs}rtf`a |tibsmrfik ~`} |tc}}fkn+
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Rhc jft}r m`t e`ksj mrstc} fk rhc ~itab ~ctc Jtckmh ? \`kh`tb *
Acz`}}it (0886& `kb \csncir (0860&+ Dv m`t e`ksj`mrstct ~c ec`k dsfabct} ij
ckrftc eirit zchfmac} jit }`ac `kb kir os}r cknfkc fkzckrit} ~hi cx|ctfeckrcb
~frh m`t bc}fnk ri rc}r rhcft cknfkc} ” B`feact `kb Dck dcn`k `} rhc a`rrct
dcjitc dcmiefkn jsaa m`t e`ksj`mrstct} `kb e`bc rhcft c`tav eikcv dv
afmck}fkn rhcft |`rckr} `kb }caafkn rhcft cknfkc} ri m`t e`ksj`mrstct}+
Tckc \`kh`tb kb Cefac Acz`}}it
Tckc \`kh`tb `kb Cefac Acz`}}it ~ctc |`trkct} fk ` ~iib~itgfkn
e`mhfkctv ds}fkc}}! ~hck rhcv bcmfbcb ri dcmiec m`t e`ksj`mrstc}+ Rhcv
dsfar rhcft jft}r m`t fk 086< s}fkn ` B`feact cknfkc+ Cbis`tb ]`t`fk! ~hi hcab
rhc afmck}c tfnhr} ri rhc B`feact |`rckr jit Jt`kmc! mieef}}fikcb rhc rc`e+
(Afmck}fkn ` |`rckr ec`k} rh`r vis |`v ` jcc `kb rhck vis h`zc rhc tfnhr ri
dsfab `kb s}c }iecikc‖} fkzckrfik jit |tijfr ” fk rhf} m`}c ]`t`fk h`b rhc tfnhr
ri dsfab `kb }caa B`feact cknfkc} fk Jt kmc&+ Rhc |`trkct} kir ikav
e`ksj`mrstcb m`t}! rhcv e`bc fe|tizceckr} ri rhc `srieirfzc dibv bc}fnk+
\`kh`tb%Acz`}}it e`bc zchfmac} ~frh ` |cb`a%i|ct`rcb masrmh! ` mh`fk
rt`k}ef}}fik ac`bfkn ri ` mh`knc%}|ccb nc`tdix! `kb ` jtikr t`bf`rit+ Acz`}}it
~`} rhc jft}r bc}fnkct ri eizc rhc cknfkc ri rhc jtikr ij rhc m`t `kb s}c ` tc`t%
~hcca btfzc a`visr+ Rhf} bc}fnk ~`} gki~k `} rhc ]v}rcec \`kh`tb `kb
psfmgav dcm`ec rhc }r`kb`tb jit `aa m`t} dcm`s}c fr n`zc ` dcrrct d`a`kmc `kb
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fe|tizcb }rtcctfkn+ \`kh`tb `kb Acz`}}it `tc `a}i mtcbfrcb ~frh rhc fkzckrfik
ij rhc eibctk rt`k}ef}}fik ” fk}r`aacb fk rhcft 0863 \`kh`tb+
\`kh`tb `kb Acz`}}it `a}i }h`tcb rhc afmck}fkn tfnhr} ri B`feact eirit}
~frh @te`kb \csnir+ @ |csnir m`t ~ckr ik ri ~fk rhc jft}r m`t t`mc hcab fk
Jt`kmc! ~hfmh n`fkcb \csnir |sdafmfrv `kb dii}rcb m`t }`ac}+ Ftikfm`aav! rhc
‑\`tf} ri E`t}cfaac― t`mc ij 086> tc}sarcb fk ` j`r`a `sri `mmfbckr! Gfaafkn Cefac
Acz`}}it+
C`tav ik! Jtckmh e`ksj`mrstc} bfb kir }r`kb`tbfc m`t eibca} ” c`mh m`t
~`} bfjjctckr jtie rhc irhct+ Rhc jft}r }r`kb`tbfcb m`t ~`} rhc 0862! Dck
Zcai+ Ikc hskbtcb `kb rhftrv jist fbckrfm`a Zcai} ~ctc e`ksj`mrstcb fk 0863+
Mh`tac} kb Jt`kg Bstvc`
@ectfm`‖} jft}r n`}iafkc%|i~ctcb mieectmf`a m`t e`ksj mrstct ~ctc
Mh`tac} `kb Jt`kg Bstvc`+ Rhc dtirhct} ~ctc dfmvac e`gc} ~hi dcm`ec
fkrctc}rcb fk n`}iafkc cknfkc} `kb `srieidfac} `kb dsfar rhcft jft}r eirit
zchfmac fk 086=! fk ]|tfknjfcab! E`}}`mhs}crr+ Dv 086:! rhc Bstvc` Eirit
^`nik Mie|`kv h`b }iab rhftrcck eibca} ij rhc Bstvc ! `k cx|ck}fzc
afeis}fkc! ~hfmh tce`fkcb fk |tibsmrfik fkri rhc 064<}+
T`}}iec Caf Iab}
Rhc jft}r `srieidfac ri dc e`}}%|tibsmcb fk rhc Skfrcb ]r`rc} ~`} rhc
06<0! Mstzcb B`}h Iab}eidfac! dsfar dv rhc @ectfm`k m`t e`ksj mrstct
T`k}iec Caf Iab} (08:2%063<&+ Iab} fkzckrcb rhc d`}fm mikmc|r ij rhc
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`}}cedav afkc `kb }r`trcb rhc Bcrtifr `tc` `srieidfac fkbs}rtv+ Hc jft}r dcn`k
e`gfkn }rc`e `kb n`}iafkc cknfkc} ~frh hf} j`rhct! \afkv Jf}g Iab}! fk A`k}fkn!
Efmhfn`k fk 0883+ Iab} bc}fnkcb hf} jft}r }rc`e%|i~ctcb m`t fk 088>+ Fk 0866!
~frh ` nti~fkn cx|ctfckmc ij n`}iafkc cknfkc}! Iab} eizcb ri Bcrtifr ri }r`tr
rhc Iab} Eirit ^itg}! `kb |tibsmc ai~%|tfmcb m`tb}+ Hc |tibsmcb 243
‑Mstzcb B`}h Iab― fk 06<0! `kb ~`} @ectfm`‖} ac`bfkn `sri e`ksj`mrstc jtie
06<0 ri 06<2+
Hcktv Jitb
@ectfm`k m`t e`ksj`mrstct! Hcktv Jitb (08:=%062>& fkzckrcb `k
fe|tizcb `}}cedav afkc `kb fk}r`aacb rhc jft}r mikzcvit dcar%d`}cb `}}cedav
afkc fk rhf} m`t j`mrit fk Jitb‖} Hfnha`kb \`tg! Efmhfn`k |a`kr! `tiskb 060=%02+
Rhc `}}cedav afkc tcbsmcb |tibsmrfik mi}r} jit m`t} dv tcbsmfkn `}}cedav
rfec+ Jitb‖} j`eis} Eibca R ~`} `}}cedacb fk kfkcrv%rhtcc efksrc}+ Jitb
e`bc hf} jft}r m`! m`aacb rhc ‑Ps`btfmvmac―! fk Oskc 086:+ Hi~czct! }smmc}}
m`ec `jrct hc jitecb rhc Jitb Eirit Mie|`kv fk 06<=+ Rhf} ~`} rhc rhftb m`t
e`ksj`mrstfkn mie|`kv jitecb ri |tibsmc rhc m`tb} hc bc}fnkcb+ Hc
fkrtibsmcb rhc Eibca R fk 06<8 `kb fr ~`} ` }smmc}}+ @jrct fk}r`aafkn rhc
eizfkn `}}cedav afkc} fk hf} j`mritv fk 060=+ Jitb dcm`ec rhc ~itab‖} dfnnc}r
m`t e`ksj`mrstct+ Dv 064>! 03 efaafik Eibca R} h`b dcck e`ksj`mrstcb+
@kirhct zfmritv ~ik dv Hcktv Jitb ~`} |`rckr d`rrac ~frh Ncitnc D+
]cabck+ ]cabck! ~hi h`b kczct dsfar `k `srieidfac! hcab |`rckr ik ` ‑ti`b
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cknfkc―! ik rh`r d`}f} ]cabck ~`} | fb tiv arfc} dv `aa @ectfm`k m`t
e`ksj`mrstct}+ Jitb izctrstkcb ]cabck‖} |`rckr `kb i|ckcb rhc @ectfm`k m`t
e`tgcr jit rhc dsfabfkn ij fkcx|ck}fzc m`t}+
Rhf} ja`nncb ijj rhc ct` ij ‑~hcca t`mfkn―! ~hfmh a`}rcb rfaa 06:2! `jrct
~hfmh ocr `kb timgcr%|ti|caacb zchfmac} ~ctc `aai~cb+ Rhck ik~`tb}! fr h`}
dcck ikc dfn oistkcv…ik rhc ti`b}+ Jtie rhc }fkn}ikn thvrhe ij rhc dsaaimg
m`tr ri rhc ocr%`nc! Fkbf` h`} rt`zcacb ` aikn ~`v+
]iec ij rhc czckr} `kb efac}rikc} fk rhc m`t fkbs}rtv fk Fkbf`+
0648 ” Rhc jft}r fe|itrcb m`t ik rhc Fkbf`k ti`b}+
0624 ” Hfkbs}r`k Eirit} fkmit|it`rcb+
0622 ” \tcefct @srieidfac} }r`trcb+
0628 ” Jft}r m`t e`ksj`mrstcb fk Fkbf`+
063= ” Rhc Nizr+ ij Fkbf` bcmtccb rh`r ikav rhi}c jfte} ~hfmh h`zc `
e`ksj`mrstfkn |tint`e }hisab dc `aai~cb ri i|ct`rc+
0633 ” Ikav > jfte} HE! @\F! ]E\A! \@A! E * E! RCAMI tcmcfzcb
`||tiz`a +
Rhc Afdct`af`rfik fk 066< fk Fkbf` i|ckcb rhc biit} jit rhc ckrtv ij
jitcfnk |tibsmr} fkri rhc e`tgcr+ Rhf} e`bc rhc e`tgcr ` mik}sect e`tgcr
~frh ` air ij mhifmc} jit rhc mik}sect}+ Rhc jsrstc ij rhc |tibsmr} bc|ckb} ik
rhc mik}sect‖} }`rf}j`mrfik+ Rhc |tibsmr}! ~hfmh `tc `dac ri `rrt`mr rhc
mik}sect}! `tc h`zfkn ` dtfnhr jsrstc `kb rhc irhct} `tc ai}r fk rhc mie|crfrfik+
8/9/2019 Customer Satisfaction Tata Motors
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]i fr f} zctv fe|itr`kr ri gki~ rhc |sa}c ij rhc ms}riect}+ Rhc ds}fkc}} |ci|ac
}hisab `a~`v} h`zc mittcmr fkjite`rfik tcn`tbfkn rhc }`rf}j`mrfik aczca fk rhc
ms}riect}+ Bfjjctckr ~`v} `tc ri dc fe|aceckrcb ri fkmtc`}c rhc }`rf}j`mrfik
aczca fk rhc ms}riect}+
R@R@ MIE\@KV \TIJFAC
IST ^ITAB
R`r` eirit} f} rhc ja`n}hf| mie|`kv ij rhc R`r` Ntis| ~frh `k `kks`a
rstkizct ij `||tixfe`rcav S] " 4+=3 dfaafik jit rhc vc`t }r`trfkn @|tfa 0 }r 4<<4
ri E`tmh =0}r 4<<=+ Eitc rh`k = dfaafik R`r` Zchfmac} |av ik Fkbf`k ti`b}
e`gfkn R`r` ` biefk`kr jitmc fk Fkbf` `srieidfac fkbs}rtv+ Fr} |tibsmr t`knc
mizct} |`}}cknct m`t}! esarfsrfafrv zchfmac}! afnhr! ecbfse `kb hc`zv
mieectmf`a zchfmac} jit niib} `kb |`}}cknct rt`k}|itr+
> isr ij 0< ecbfse hc`zv mieectmf`a zchfmac} dc`t rhc rts}rcb R`r`
e`tg+ R`r` eirit} h`} rhc skfpsc bf}rfkmrfik ij nfzfkn Fkbf` fr} jft}r `kb ikav
fkbfnckis}av dsfar |`}}cknct m`t+ Rhc R`r` fkbfm` `kb rhc |tcefse jc`rstc
}cb`k%Rhc R`r` fkbfni+ Rhc fkbfm`! a`skmhcb fk 0668! tc`mhcb rhc 4!3<!<<<
}`ac} e`tg ~frhfk 34 eikrh} ij a`skmh+ Rhc |hckieck`a }smmc}} ij rhc}c
zchfmac} }r`kb rc}rfeikv ij rhc mie|`kv‖} tc}c`tmh `kb cknfkcctfkn cx|ctrf}c+
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R@R@ eirit} ~`} C}r`daf}hcb fk 0623! R`r` eirit} ckrctcb fkri `
miaa dit`rfik ~frh \`feact Dck ij Ncte`kv fk 0632 ri e`ksj`mrstc
mieectmf`a zchfmac}! rhc miaa`dit`rfik ckbcb fk 06:6+ R`r` eirit} h`} }fkmc
nti~k jtie }rtcknrh ri }rtcknrh+
R@R@ eirit} f} Fkbf ‖} |tcefct `kb rhc ikav jsaav fkrcnt`rcb
`srieidfac e`ksj`mrstc+ Fr f} `eikn rhc ~itab‖} ri| 0< mieectmf`a zchfmac
|tibsmct}+ Rhc mie|`kv‖} bvk`ef}e! `dfafrv ri t`mc ` hc`b `n`fk}r `aa ibb}
`kb ` mie|caafkn zf}fik jit rhc jsrstc h`} }cck fr} `kks`a rstkizct }~caa ri izct
S] " 4+=3 dfaafik jit rhc vc`t }r`trfkn @|tfa 0}r 4<<4 ri E`tmh 40}r 4<<=+
Rhc mie|`kv h`} }|tc`b fr} e`ksj`mrstfkn j`mfafrfc} `mti}} Fkbf` dv
}crrfkn s| |a`kr} `r O`e}hcb|st+ \skc `kb Asmgki~+ Rhf} f} mis|acb ~frh `
k`rfik%~fbc ms}riect }s||itr! }`ac} `kb }ctzfmc kcr~itg+ Rhc mie|`kv ckoiv}
` }fnkfjfm`kr bce`kb fk cx|itr e`tgcr afgc Csti|c! @s}rt`af`! ]isrh C`}r @}f`!
Efbbac C`}r `kb @jtfm` `a}i+ Rhc mie|`kv‖} zchfmac} `tc }cck fk izct ><
miskrtfc} ki~+
Ms}riect }ck}frfzc `||ti`mhc} ri~`tb} dsfabfkn |tibsmr} `kb }r`rc%ij%
rhc `tr e`ksj`mrstfkn j`mfafrfc} h`zc nfzck rhc mie|`kv ` hsnc ac`b izct fr}
mie|crfrit}+ Rib`v > isr ij czctv 0< ecbfse `kb hc`zv mieectmf`a zchfmac}
ik Fkbf`k ti`b} dc`t rhc rts}rcb R`r` e`tg+ R`r` eirit} |tc}ckmc fk rhc srfafrv
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zchfmac} `kb |`}}cknct m`t} e`tgcr h`} dcck jfteav c}r`daf}hcb+ Fk 0668! fr
a`skmhcb Fkbf`‖} jft}r jsaav fkbfnckf}cb m`t! fkbfm`! ri rhc bf}mctkfkn mik}sect
`kb h`} dcck |hckieck`aav }smmc}}jsa+ R`r` eirit} f} mik}f}rckrav cziazfkn fk
fr} ijjctfkn} ri rhc Fkbf`k `srieidfac} e`tgcr+
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0623 ?
R`r` Cknfkcctfkn `kb Aimieirfzc Mie|`kv Afefrcb ~`} c}r`daf}hcb ri
e`ksj`mrstc aimieirfzc} `kb irhct cknfkcctfkn |tibsmr}+
0628 ?
]rce ti`b tiaact fkrtibsmcb fk miaa`dit`rfik ~frh E`t}h`aa }ik} (SG&+
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Miaa`dit`rfik ~frh B`feact Dck @N! ^+Ncte`kv! jit e`ksj`mrstc ij
ecbfse mieectmf`a zchfmac}+
Rhc jft}r zchfmac tiaacb isr ~frh fk : eikrh} ij rhc mikrt`mr+
0636 ?
Tc}c`tmh `kb Bczcai|eckr Mckrct }cr s| `r Oce}hcb|st+
06:0 ?
Cx|itr} dcn`k ~frh rhc jft}r rtsmg dcfkn }hf||cb ri Mcvaik! Ki~ ]tfa`kg`+
06:: ?
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]crrfkn s| ij rhc cknfkcctfkn tc}c`tmh mckrct `r |skc ri |tizfbc fe|`mr} ri
`srieidfac tc}c`tmh `kb bczcai|eckr+
06>0 ?
Fkrtibsmrfik ij BF cknfkc}+
06>> ?
Jft}r mieectmf`a zchfmac e`ksj`mrstcb fk \skc+
068= ?
E`ksj`mrstc ij hc`zv mieectmf`a zchfmac mieeckmc}+
0683 ?
Jft}r hvbt`safm} cxm`z`rit |tibsmcb ~frh Hfr`mhf miaa`dit`rfik+
068: ?
\tibsmrfik ij jft}r afnhr mieectmf`a zchfmac! R`r` 2<>! fkbfnckis}av
bc}fnkcb jiaai~cb dv R`r` :<8+
0686 ?
Fkrtibsmrfik ij rhc R`r` eidfac 4<: =tb AMZ eibca+
0660 ?
A`skmh ij rhc jft}r fkbfnckis} |`}}cknct m`t ij R`r` ]fct`+
R`m 4< mtitc |tibsmcb+
Ikc efaafik zchfmac} tiaacb isr+
0664 ?
A`skmh ij R`r` c}r`rc+
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066= ?
Oifkr zckrstc `ntcceckr }fnkcb ~frh Mseefk} Cknfkc Mi+ fkm+ \i~ct `kb
cef}}fik jtfckbav bfc}ca cknfkc}+
0662 ?
A`skmh ij R`r` ]sei+ Rhc esarf srfafrv zchfmac+
A`skmh ij A\R ”><6! ` jsaa jit~`tb mikrtia! afnhr mieectmf`a zchfmac
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jit e`ksj`mrstc ij Ectmcbc} Dck |`}}cknct m`t} fk Fkbf`+
Oifkr zckrstc `ntcceckr }fnkcb ~frh R r` Hia}cr Arb+! S+G+ jit
e`ksj`mrstfkn rstdi mh`tnct} ri dc s}cb ik Mseefk} cknfkc}+
0663 ?
Ectmcbc} Dck M`t C 44< a`skmhcb+
066: ?
R`r` ]sei Bcasxc a`skmhcb+
066> ?
R`r` ]fctt` Rstdi a`skmhcb 0<<<<!<<<rh R`r` }sei tiaacb isr+
0668 ?
R`r` ]`j`tf ” Fkbf`‖} jft}r }|itr} srfafrv zchfmac a`skmhcb+
4 efaafik zchfmac} tiaacb isr+
Fkbfm`! Fkbf`‖} jft}r jsaav fkbfnckis} |`}}cknct m`t a`skmhcb+
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0666 ?
003!<<< diigfkn} jit Fkbfm` tcnf}rctcb `n`fk}r jsaa |`veckr ~frhfk ` ~ccg+
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4<<< ?
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Fkbfm` ~frh Dh`t`r }r`nc 4 (Csti FF& mie|a`fkr bfc}ca cknfkc a`skmhcb+
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A`skmh ij MKN ds}c}+
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4<<0 ?
Fkbfm` Z4 a`skmhcb 4kb nckct`rfik fkbfm`+
0<<!<<<rh fkbfm` ~hccacb isr+
A`skmh ij AKN fkbfm`+
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\crtia zct}fik ij Fkbfm` Z4 a`skmhcb+
A`skmh ij Cx }ctfc} fk mieectmf`a zchfmac}+
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A`skmh ij rhc r`r 4<> BF+
4!<<!<<< R`r` fkbfm`rc} tiaacb isr+
3!<<!<<<rh |`}}cknct zchfmac tiaacb isr+
A`skmh ij r`r }sei ‘'‖ }ctfc}+
A`skmh ij rhc r`r fkbni+
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4<<= ?
A`skmh ij R`r` ]`j`tf afefrcb cbfrfik+
Rhc R`r` fkbfni }r`rfik ~`nik skzcfacb `r rhc Nckcz` eirit} }hi~+
Ik 46rh Osav O+T+B R`r`‖} dftrh `kkfzct}`tv! R`r` Cknfkcctfkn‖} dcmiec}
R`r` Eirit} Afefrcb+
R`r` Eirit} ? E@KSJ@MRSTFKN
R`r` Eirit} i~c} fr} ac`bfkn |i}frfik fk rhc Fkbf`k `srieidfac} fkbs}rtv
ri }rtikn jims} ik fkbfnckf}`rfik+ Rhf} jims} btfzck rhc mie|`kv ri }cr ~itab%
ma`}} e`ksj`mrstfkn skfr} ~frh }r`rc%ij%rhc%`tr rcmhkiainv+ Czctv }r`nc |tibsmr
cziasrfik bc}fnk! bczcai|eckr! e`ksj`mrstfkn `}}cedav `kb ps` mikrtia! f}
m`ttfcb isr ecrfmsais}av+ Fr} e`ksj`mrstfkn |a`kr} `tc }frs`rcb `r O`e}hcb|st fk
rhc C`}r! \skc fk rhc ^c}r `kb Asmgki~ fk rhc Kitrh+
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O`e}hcb|st ?
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izct `tc` ij 844 `mtc}+ Fr mik}f}r} ij = bfzf}fik} ” Rtsmg! Cknfkc! (fkmasbfkn rhc
N Dix bfzf}fik& `kb @xac+
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` miedfkcb `tc` ij `tiskb 30< `mtc}+ Fr ~`} c}r`daf}hcb fk 06:: `kb his}c} `
|tibsmrfik Cknfkcctfkn Bfzf}fik+
Asmgki~ ?
Asmgki~ |a`kr f} rhc a`rc}r fk R`r` Eirit} e`ksj`mrstfkn j`mfafrfc}+
C}r`daf}hcb fk 0660 `kb mizctfkn `k `tc` ij :<< `mtc}! fr ~`} |tfe`tfav }r`trcb
ri `}}ce Ecbfse mieectmf`a Zchfmac} (EMZ}& ri eccr+
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dsfabfkn mie|`kfc} rh`r `bb z`asc! j`mfafr`rc `kb }s||itr f} bfzct}c t`knc ij
ds}fkc}} `mrfzfrfc}+
Rcami Mik}rtsmrfik Cpsf|eckr Mi+ Arb+ (Rcami&
R`r` Rcmhkiainfc} Arb+ (RRA& `kb R`r` Rcmhkiainfc} Arb+! S]@ (RRS]&
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}ctzfmc+ ]r`trfkn ij jsaa%jacbncb `srieidfac ~itg}hi|} fk Dcaa`tv! Gstkiia `kb
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Rhc mie|`kv h`b dt`kmhc} `r Mhfrriit `kb Ikniac fk @kbht` \t`bc}h+
Rhc mie|`kv tsk} r~i jsaav cpsf||cb eibctk ~itg}hi|}+
Rhm mie|`kv `mr} `} ` bf}rtfdsrit ri z`tfis} mie|`kfc}+ @kb `a}i fr `mr
`} }ctzfmc mckrct} jit D`o`o `kb Rcami |tibsmr}+
E+N+ Dtirhct} `srieidfac} |tfz`rc afefrcb h`} eitc rh`k 03<
ce|aivcc} fk ikav Kcaaitc Bf}rtfmr+ @kb fr h`} e`kv dt`kmh ijjfmc} `r Mhfrriit!
Ikniac! `kb Rfts|`rhf crm+ Fr f} ikc ij rhc ntc`rc}r `}}cr ri Kcaaitc Bf}rtfmr+ Fr
h`} `mpsftcb niib~faa fk Kcaaitc e`tgcr+
Fr f} `k `srhitfcb bc`act ri z`tfis} mie|`kfc} afgc D@O@O! RCAMI!
R@JC! DFTA@ V@E@H@ `kb NIBTCO `ps` jccb}+ Fr f} `a}i `}}imf`rcb fk
tc`a c}r`rc ds}fkc}} bsc ri fr} tc|sr`rfik fk Kcaaitc Bf}rtfmr+
AIM@RFIK@A J@MRIT] ?
Fr f} }smmc}}jsaav tskkfkn jit eitc rh`k 3< vc`t} fk Kcaaitc Ri~k+ Fr}
hc`b ijjfmc f} aim`rcb `r b`tn`efrr`+ Dcjitc 3< vc`t}! fr f} `r isr}fbc rhc ri~k+
jit fr! rhc aim`rfik f} zctv niib+ Dcm`s}c ij eitc }|`mc `kb eitc j`mfafrfc} rhc
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c}r`daf}hct }cacmrcb rh`r |a`mc+ Fr f} aim`rcb ik rhc e`fk ti`b+ Jit c`}v eizfkn
ij zchfmac} ~hfmh m`ec jtie rhc e`fk mie|`kfc}+ Bsc ri rhc rt`k}|itr
j`mfafr`rc! rhc e`fk dt`kmh f} aim`rc fk b`tn`efrr`+
@r e`fk dt`kmh! rhc ni bi~k j`mfafrv f} `a}i zctv a`tnc+ A`tnc ni bi~k
j`mfafr rc} rhc }rit`nc ij e`kv zchfmac} afgc r~i%~hccact}! rt`mrit}! jist%
~hccact} crm+! }ctzfmc mckrct} `a}i hca|} rhc ms}riect} ri e`gc rhcft ~itg c`}v+
\tizf}fik} ij }ctzfmc mckrct} `a}i `rrt`mr rhc ms}riect} zctv esmh+ ]i rhcv rckb
ri |stmh`}c rhcft zchfmac} `r E+N+ Dtirhct} `srieidfac} |tfz`rc afefrcb+
R@R@ EIRIT]
R@R@ CKNFKCCTFKN AIMIEIRFZC MIE\@KV+ E+N+ Dtirhct}
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e`fkr`fkfkn `} }c|`t`rc bfzf}fik jit rhf}+ @ e`k`nct hc`b} fr+ Hc aiig} `jrct
rhi}c bc`afkn}+
R@R@ eirit} ~`} c}r`daf}hcb fk 0623! R`r` eirit} ckrctcb fkri `
miaa dit`rfik ~frh \`feact Dck ij Ncte`kv fk 0632 ri e`ksj`mrstc
mieectmf`a zchfmac}! rhc miaa`dit`rfik ckbcb fk 06:6+ R`r` eirit} h`} }fkmc
nti~k jtie }rtcknrh ri }rtcknrh+
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}crrfkn s| |a`kr} `r O`e}hcb|st! \skc `kb Asmgki~+ Rhf} f} mis|acb ~frh `
k`rfik%~fbc ms}riect }s||itr! }`ac} `kb }ctzfmc kcr~itg+ Rhc mie|`kv ckoiv}
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` }fnkfjfm`kr bce`kb fk cx|itr e`tgcr} afgc Csti|c! @s}rt`af`! ]isrh C`}r @}f`!
Efbbac C`}r `kb @jtfm` `a}i+ Rhc mie|`kv‖} zchfmac} `tc }cck fk izct ><
miskrtfc} ki~+
Ms}riect }ck}frfzc `||ti`mhc} ri~`tb} dsfabfkn |tibsmr} `kb }r`rc%rhc%
`tr e`ksj mrstfkn j`mfafrfc} h`zc nfzck rhc mie|`kv ` hsnc ac`b izct fr}
mie|crfrit}+ Rib`v > isr ij czctv 0< ecbfse `kb hc`zv mieectmf`a zchfmac}
ik Fkbf`k ti`b} dc`t rhc rts}rcb R`r` e`tg+ R`r` eirit} |tc}ckmc fk rhc srfafrv
zchfmac} `kb |`}}cknct m`t} e`tgcr h`} dcck jfteav c}r`daf}hcb+ Fk 0668! fr
a`skmhcb Fkbf`‖} jft}r jsaav fkbfnckf}cb+ M`t! fkbfm`! ri rhc bf}mctkfkn mik}sect
`kb h`} dcck |hckieck`aav }smmc}}jsa+ R`r` eirit} f} mik}f}rckrav cziazfkn fk
fr} ijjctfkn} ri rhc Fkbf`k `srieidfac} e`tgcr+
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E+N+ Dtirhct} `a}i h`b rhc bc`act}hf| jit R`jc+ Fr bf}rtfdsrc e`}}fzc jit
s}ct rt`mrit}+ @ }c|`t`rc e`k`nct `a}i hc`b} fr `kb rhf} bfzf}fik bc`a ~frh R`jc
Mie|`kv Ikav+
D@O@O ?
E+N+ Dtirhct} h`b rhc `srhitfcb bc`act}hf| jit D`o`o `srieidfac}+ Fr
bf}rtfdsrc} z`tfis} eibca} ij D`o`o }miirct} `kb D`o`o G`~`}`gf dfgc}!
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hc`bcb dv ` e`k`nct ~hi aiig} `jrct rhi}c bc`afkn}+
DFTA@ V@E@H@ ?
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E`kv mie|`kfc} `tc `fefkn jit hfnh }`rf}j`mrfik dcm`s}c ms}riect}
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rhi}c ~hi bi dsv&+
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z`asc+ @mmitbfkn ri Efmh`ca a`kkfkn fk hf} Bcafzctfkn \tijfr`dac Z`asc! `
mie|`kv es}r bczcai| ` mie|crfrfzcav }s|ctfit z`asc |ti|i}frfik `kb `
}s|ctfit z`asc%bcafzctv }v}rce+ @ mie|`kv‖} z`asc |ti|i}frfik f} esmh eitc
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rh`k fr} |i}frfikfkn ik }fknac `rrtfdsrc7 fr f} }r`rceckr `disr rhc tc}sarfkn
cx|ctfckmc ms}riect ~faa h`zc jtie rhc ijjctfkn `kb rhcft tca`rfik}hf| ~frh rhc
}s||afct+ Rhc dt`kb es}r tc|tc}ckr ` |tief}c `disr rhc rir`a tc}sarfkn
cx|ctfckmc rh`r ms}riect} m`k cx|cmr+ ^hcrhct rhc |tief}c f} gc|r bc|ckb}
s|ik rhc mie|`kv‖} `dfafrv ri e`k`nc fr} z`asc%bcafzctv }v}rce+ Rhc z`asc%
bcafzctv }v}rce fkmasbc} `aa rhc mieeskfm`rfik} `kb mh`kkca cx|ctfckmc} rhc
ms}riect ~faa h`zc ik rhc ~`v ri idr`fkfkn rhc ijjctfkn+
^hcrhct ms}riect} ~faa `mrs`aav tcmcfzc rhc |tief}cb z`asc |ti|i}frfik
~faa bc|ckb s|ik rhc e`tgcrct‖} `dfafrv ri fkjasckmc z`tfis} mitc |timc}}c}+
Fk `bbfrfik ri rt`mgfkn ms}riect z`asc cx|cmr`rfik `kb }`rf}j`mrfik!
mie|`kfc} kccb ri eikfrit rhcft mie|crfrit‖} |ctjite`kmc fk rhc}c `tc`}+ Jit
cx`e|ac! ` mie|`kv ~`} |ac`}cb ri jfkb rh`r 8< |ctmckr ij fr ms}riect} }`fb
rhcv ~ctc }`rf}jfcb+ Rhck rhc MCI jiskb isr rh`r fr} ac`bfkn mie|crfrit}
`rr`fkcb ` 6< |ctmckr ms}riect }`rf}j`mrfik }mitc+ Hc ~`} jstrhct bf}e`vcb
~hck hc ac`tkcb rh r rhf} mie|crfrit} ~`} `fefkn ri tc`mh ` 63 |ctmckr
}`rf}j`mrfik }mitc+
Riia} jit Rt`mgfkn `kb ec`}stfkn ms}riect }`rf}j`mrfik
Mie|a`fkr `kb
}snnc}rfik}
}v}rce}
@ ms}riect%mckrctcb itn`kf`rfik e`gc} fr c`}v jit fr}
ms}riect} ri bcafzct }snnc}rfik} `kb mie|a fkr}+ E`kv
tc}r`st`kr} `kb hirca} |tizfbc jite} jit nsc}r} ri tc|itr afgc}
`kb bf}afgc}+ ]iec ms}riect%mckrctcb mie|`kfc} \*N!
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Nckct`a Cacmrtfm! ^hfta|iia ” c}r`daf}h hir afkc} ~frh riia%
jtcc 8<< rcac|hikc ksedct}+ Mie|`kfc} `tc `a}i `bbfkn ~cd
|`nc} `kb ce`fa ri j`mfafr`rc r~i%~`v mieeskfm`rfik!+ Rhcfkjite`rfik jai~} |tizfbc mie|`kfc} ~frh e`kv niib fbc`}
`kb ck`dac rhce ri `mr psfmgav ri tc}iazc |tidace}+
Ms}riect
]`rf}j`mrfik
}stzcv}
]rsbfc} }hi~ rh`r `arhisnh ms}riect `tc bf}}`rf}jfcb ~frh ikc
isr ij czctv jist |stmh`}c}! ac}} rh`k 3 |ctmckr ij bf}}`rf}jfcb
ms}riect} ~faa mie|a`fk+ Ei}r ms}riect} ~faa dsv ac}} it
}~frmh }s||afct}+ Mie|a`fkr aczca} `tc rhs8} kir ` niib
ec`}stc ij ms}riect }`rf}j`mrfik+ Tc}|ik}fzc mie|`kfc}ec`}stc ij ms}riect }`rf}j`mrfik bftcmrav dv mikbsmrfkn
|ctfibfm }stzcv}!+ Rhcv }ckb psc}rfikk`ftc} it e`gc
rcac|hikc m`aa} ri ` t`kbie }`e|ac ij tcmckr ms}riect}+ Rhc
`a}i }iafmfr dsvct‖} zfc~} ik rhcft mie|crfrit‖} |ctjite`kmc}+
^hfac miaacmrfkn ms}riect }`rf}j`mrfik b`r`! fr f} `a}i s}cjsa ri
`}g `bbfrfik`a psc}rfik} ri ec`}stc tc|stmh`}cb fkrckrfik7
rhf} ~faa kite`aav dc hfnh fj rhc ms}riect‖} }`rf}j`mrfik f}
hfnh+ Fr f} `a}i s}cjsa ri ec`}stc rhc afgcafhiib it ~faafknkc}}
ri tcmieeckb rhc mie|`kv `kb dt`kb ri irhct}+ @ hfnh
|i}frfzc ~itb%ij%eisrh }mitc fkbfm`rc} rh`r rhc mie|`kv f}
|tibsmfkn hfnh ms}riect }`rf}j`mrfik+
Nhi}r
}hi||fkn
Mie|`kfc} M`k Hftc \ct}ik} Ri \i}c @} \irckrf`a Dsvct} Ri
Tc|itr Ik ]rtikn @kb ^c`g \ifkr} Cx|ctfckmcb Fk Dsvfkn
Rhc Mie|`kfc} @kb Mie|crfrit} \tibsmr}+ Rhc}c ev}rctv
}hi||ct} m`k czck rhc}c ~hcrhct rhc mie|`kv‖} }`ac}
|ct}ikkca h`kbac z`tfis} }frs`rfik} ~caa+ Rhs}! ` ev}rctv
}hi||ct m`k mie|a`fk `disr ` tc}r`st`kr‖} jiib ri rc}r hi~
rhc tc}r st`kr h`kbac} rhf} mie|a`fkr+ Kir ikav }hisab
mie|`kfc} hftc ev}rctv }hi||ct‖} dsr e`k`nct} rhce}cazc}
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}hisab ac`zc rhcft ijjfmc} jtie rfec ri rfec! ckrct mie|`kv
`kb mie|crfrit} }`ac} }frs`rfik} ~hctc rhcv `tc skgki~k! `kb
cx|ctfckmc jft}r h`kb rhc rtc`reckr rhcv tcmcfzc `}‑ms}riect}―+ @ z`tf`kr ij rhf} f} jit e`k`nct} ri |hikc rhcft
i~k mie|`kv ~frh psc}rfik} `kb mie|a`fkr} ri }cc hi~ rhc
m`aa} `tc h`kbacb+
Ai}r ms}riect `k`av}f}
Mie|`kfc} }hisab mikrt`mr ms}riect} ~hi h`zc }ri||cb dsvfkn it ~hi h`zc }~frmhcb ri `kirhct }s||afct ri ac`tk ~hv
rhf} h`||ckcb+ ^hck FDE ai}c} ` ms}riect! fr eiskr} `
rhitisnh cjjitr ri ac`tk ~hctc fr j facb+ Kir ikav f} fr
fe|itr`kr ri mikbsmr cxfr fkrctzfc~} ~hck ms}riect} jft}r }ri|
dsvfkn! fr f} `a}i kcmc}}`tv ri eikfrit rhc ms}riect ai}} t`rc+
Fj fr f} fkmtc`}fkn rhf} mac`tav fkbfm`rc} rh`r rhc mie|`kv f}
j`fafkn ri }`rf}jv ms}riect}+
Jit ms}riect%mckrctcb mie|`kfc}! ms}riect‖} }`rf}j`mrfik f} dirh ` ni`a
`kb ` e`tgcrfkn riia+ Mie|`kfc} rh`r `mhfczc hfnh ms}riect }`rf}j`mrfik
t`rfkn} e`gc }stc rh`r rhcft r`tncr e`tgcr gki~ fr+
@arhisnh rhc ms}riect%mckrctcb jfte }ccg} ri mtc`rc hfnh ms}riect
}`rf}j`mrfik! fr} e`fk ni`a f} kir ri e`xfefc ms}riect }`rf}j`mrfik+ Fj rhc
mie|`kv fkmtc`}c} ms}riect }`rf}j`mrfik dv ai~ctfkn fr} }ctzfmc}! rhc tc}sar
e`v dc ai~ct |tijfr}+ Rhc mie|`kv efnhr dc `dac ri fkmtc`}c fr} |tijfr`dfafrv
dv ec`k} irhct rh`k fkmtc`}cb }`rf}j`mrfik (jit cx`e|ac! dv fe|tizfkn
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e`ksj`mrstfkn |timc}}c} it fkzc}rfkn eitc fk T * B&+ @a}i! rhc mie|`kv h`}
e`kv }r`gchiabct}! fkmasbfkn ce|aivcc}! bc`act}! }s||afct}! `kb }rimghiabct}+
]|ckbfkn eitc ri fkmtc`}c ms}riect }`rf}j`mrfik efnhr bfzctr jskb} jite
fkmtc`}fkn rhc }`rf}j`mrfik ij irhct ‑\`trkct}+― Sarfe`rcav! rhc mie|`kv es}r
i|ct`rc ik rhc |hfai}i|hv rh`r fr f} rtvfkn ri bcafzct `r ` hfnh aczca ij ms}riect
}`rf}j`mrfik }sdocmr ri bcafzctfkn `mmc|r`dac aczca} ij }`rf}j`mrfik ri rhc irhct
}r`gchiabct} ~frhfk rhc mik}rt`fkr} ij fr} rir`a tc}istmc}+
^hck ms}riect} t`rc rhcft }`rf}j`mrfik ~frh `k caceckr ij rhc mie|`kv‖}
|ctjite`kmc%}`v! bcafzctv%rhc mie|`kv kccb} ri tcminkfc rh`r ms}riect} z`tv
fk hi~ rhcv bcjfkc niib bcafzctv+ Fr misab ec`k c`tav bcafzctv! ik%rfec
bcafzctv! itbct mie|acrckc}}! `kb }i ik+ Vcr fj rhc mie|`kv h`b ri }|caa isr
czctv caceckr fk bcr`fa! ms}riect} ~isab j`mc ` hsnc psc}rfikk ftc+ Rhc
mie|`kv es}r `a}i tc`afc rh`r r~i ms}riect} m`k tc|itr dcfkn ‑hfnhav
}`rf}jfcb― jit bfjjctckr tc`}ik}+ Ikc e`v dc c`}fav }`rf}jfcb ei}r ij rhc rfec
`kb rhc irhct efnhr dc h`tb ri |ac`}c dsr ~`} |ac`}cb ik rhf} imm`}fik+
Mie|`kfc} }hisab `a}i kirc rh`r e`k`nct} `kb }`ac}|ci|ac m`k
e`kf|sa`rc ms}riect }`rf}j`mrfik t`rfkn}+ Rhcv m`k dc c}|cmf`aav kfmc ri
ms}riect} os}r dcjitc rhc }stzcv+ Rhcv m`k `a}i rtv ri cxmasbc skh`||v
ms}riect} jtie rhc }stzcv+ @kirhct b`knct f} rh`r fj ms}riect} gki~ rhc
mie|`kv ~faa ni isr ij fr} ~`v ri |ac`}c ms}riect}! }iec e`v cx|tc}} hfnh
bf}}`rf}j`mrfik (czck fj }`rf}jfcb& fk itbct ri tcmcfzc eitc mikmc}}fik}+
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@} EN Dtirhct} @srieidfac \zr+ Arb+ f} ` bf}rtfdsrfik mh`kkca jit
bfjjctckr mie|`kfc}+ Fr f} zctv mai}c `kb fkrct tca`rcb ~frh rhc ms}riect}+ ]i!
rhc eirri ij EN Dtirhct} \zr+ Arb+ f} ms}riect }`rf}j`mrfik+
EN Dtirhct} \zr+ Arb+ f} kir ikav mikmctkcb ~frh }caafkn rhc |tibsmr} ij
R@R@ EIRIT] fr `a}i |tizfbc} }ctzfmc ri rhc ms}riect} `jrct }caafkn+ ]i
rhctc f} kcmc}}frv jit rhc itn`kf`rfik ri jfkb isr rhc }`rf}j`mrfik aczca ij rhc
ms}riect} `r bfjjctckr aczca} fk rhc itn`kf`rfik+ ^hfmh hca| rhc itn`kf`rfik ri
jfkb isr rhc ~`v} fk fe|tizfkn rhc }ctzfmc} dcfkn |tizfbcb ri rhc ms}riect}+
Ri fkmtc`}c rhc }`rf}j`mrfik aczca fk rhce+
IDOCMRFZC]
Rhc jiaai~fkn `tc rhc idocmrfzc} ij rhc }rsbv?
\tfe`tv idocmrfzc} ?
Ri jfkb rhc }`rf}j`mrfik aczca ij rhc ms}riect tcn`tbfkn rhc }ctzfmc
|tizfbcb+
Ri jfkb isr `kv bt`~d`mg} fk rhc }ctzfmc bcafzctv+
]cmikb`tv idocmrfzc} ?
Ri bcrctefkc rhc |ctjite`kmc ij rhc }r`jj
Ri e`tg }snnc}rfik} jit |tieirfik`a ec`}stc} ri fkmtc`}c rhc ms}riect
}`rf}j`mrfik+
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AFEFR@RFIK]
Rhc jiaai~fkn tc rhc afefr`rfik} ij rhc |tc}ckr }rsbv?
]stzcvcb `tc` f} afefrcb ri rhc ms}riect} ~hi miec jit }ctzfmc `r Kcaaitc
EN Dtirhct} @srieidfac \zr+ Arb+ ikav+
Rfec} j`mrit f} ` afefr`rfik `} rhc |tiocmr bst`rfik f} ikav jit 4 eikrh} f+c+!
Oskc `kb Osav+ ]i! rhc rfec f} ` afefr`rfik ri mizct eitc tc}|ikbckr}+
]`e|ac }fc e`v kir jsaav tc|tc}ckr rhc ~hiac |i|sa`rfik+
8/9/2019 Customer Satisfaction Tata Motors
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TC]C@TMH ECRHIBIAINV
FKRTIBSMRFIK ?
Rhc jft}r `kb jitcei}r }rc| fk rhc tc}c`tmh |timc}} mik}f}r} ij |tidace
fbckrfjfm`rfik+ Ikc rhc |tidace f} bcjfkcb! rhc kcxr f} rhc tc}c`tmh bc}fnk
dcmiec} c`}fct+ Rhc tc}c`tmh bc}fnk f} rhc d`}fm jt`ec~itg! ~hfmh |tizfbc}
nsfbcafkc jit rhc tc}r ij rhc tc}c`tmh |timc}}+ Rhc tc}c`tmh bc}fnk }|cmfjfc} rhc
ecrhib} ij b`r` miaacmrfik `kb `k`av}f}+
Rhc ecrhibiainv ij rhc }rsbv f} ma`}}fjfcb fkri rhc jiaai~fkn }rc|}+
F+ Miaacmrfik ij |tfe`tv b`r`
FF+ Miaacmrfik ij }cmikb`tv b`r`
FFF+ ]`e|afkn \timcbstc
F+ Miaacmrfik ij \tfe`tv B`r`?
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Mieeskfm`rfik `kb id}ctz`rfik `tc rhc r~i d`}fm ec`k} s}cb jit
miaacmrfkn |tfe`tv b`r`+ Mieeskfm rfik fkziazc} psc}rfikfkn rhc tc}|ikbckr}
ri }cmstc rhc bc}ftcb fkjite`rfik dv s}fkn b`r` miaacmrfik fk}rtseckr m`aacb
‘Psc}rfikk`ftc‖+ Rhc psc}rfikk`ftc s}cb fk ev }rsbv f} mik}f}rfkn ij mai}cb%ckb
psc}rfik} `kb ikc i|ck ckbcb psc}rfik+
Mai}cb%ckb psc}rfik}?
Jfxcb `arctk`rfzc psc}rfik} `tc s}cb fk rhc psc}rfikk`ftc+
Rhf} mik}f}r} ij!
@+ Bfmhirieis} Psc}rfik}?
Rhc tc}|ikbckr f} nfzck ` mhifmc dcr~cck ikav r~i `arctk`rfzc}+
D+ Esarf|ac%mhifmc Psc}rfik}?
Rhc tc}|ikbckr} `tc nfzck ` }cr ij `arctk`rfzc} ri `k}~ct+
I|ck%ckbcb psc}rfik?
Rhc ms}riect} `tc `}gcb ri nfzc }snnc}rfik} ri fe|tizc rhc }ctzfmc ij
EN Dtirhct} fk rhc jite ij i|ck%ckbcb psc}rfik `r rhc ckb ij rhc
psc}rfikk`ftc+
FF+ Miaacmrfik ij ]cmikb`tv B`r`?
Fkrctk`a `kb cxrctk`a }cmikb`tv b`r` f} miaacmrcb jit rhc |st|i}c ij
}rsbv+ Fkrctk`a }cmikb`tv b`r f} miaacmrcb ~frhfk rhc mie|`kv+ Rhf} b`r`
fkmasbc} mie|`kv tcmitb}! |tczfis} tc}c`tmh tc|itr} `kb irhct tcacz`kr
fkjite`rfik+
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Cxrctk`a }cmikb`tv b`r` f} nckct`rcb jtie isr}fbc+ Rhf} b`r` fkmasbc}
|sdafm`rfik}! nizctkeckr tcmitb} `kb Fkrctkcr crm+!
FFF+ ]`e|afkn \timcbstc?
]`e|ac ]fc? 0<<
]`e|ac Caceckr?
Ms}riect ~hi zf}fr EN Dtirhct} @srieidfac \zr+ Arb+ Kcaaitc+
]`e|afkn Skfr?
Rhc }rsbv f} tc}rtfmrcb ri rhc ms}riect} ~hi miec jit }ctzfmc ij rhcft
R`r` jist ~hccact} `r EN Dtirhct} @srieidfac \zr+ Arb+ Kcaaitc+
\ctfib ij }rsbv?
Rhc }rsbv f} mikbsmrcb ~frh fk rhc |ctfib ij r~i eikrh} f+c+! E`v `kb
Oskc ij 4<<8+
]mi|c?
Rhc }mi|c ij rhc }rsbv f} e`fkav ce|h`}fcb ik rhc |ctmc|rfik aczca ij
rhc ms}riect} ik ‑ms}riect jccb d`mg―+
Rhc }mi|c ij rhc }rsbv fkziazc} rhc miaacmrfik ij rhc b`r` jite rhc
ms}riect} `r EN Dtirhct} @srieidfac \zr+ Arb+ Kcaaitc+
]`e|afkn \timcbstc?
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]fe|ac t`kbie }`e|afkn `||ti`mh h`} dcck `bi|rcb+
Tc}c`tmh ||ti`mh?
Rhc }stzcv ecrhib f} s}cb! `} fr f} rhc dc}r jit ` bc}mtf|rfzc tc}c`tmh+
Eibc ij mieeskfm`rfik?
Rhtcc bfjjctckr ecrhib} ij mieeskfm`rfik} m`k dc `||ti`mhcb ~frh
psc}rfikk`ftc}+
0+ \ct}ik`a fkrctzfc~
4+ Rcac|hikc fkrctzfc~
=+ E`fa fkrctzfc~
@eikn rhc rhtcc |ct}ik`a fkrctzfc~ f} rhc ei}r zct}`rfac `kb jacxfdac
eibc ij mieeskfm`rfik+ Jstrhct cx|a`k`rfik} `kb ma`}}fjfm`rfik} m`k dc e`bc
fj bc}ftcb+ ]i rhc |ct}ik`a fkrctzfc~ ~`} mikbsmrcb jit rhc }rsbv+
]r`rf}rfm`a `k`av}f}?
B`r` `k`av}f} `kb fkrct|tcr`rfik `tc kcmc}}`tv fkntcbfckr} ri e`gc rhc
|tfe`tv b`r` idr`fkcb s}cjsa jit r`mgfkn cjjcmrfzc }rt`rcnfm eizc}+ Rhc |tfe`tv
b`r`! ~hfmh h`} dcck miaacmrcb dv }stzcv s}fkn ` }rtsmrst`a psc}rfikk`ftc! h`}
dcck }v}rce`rfm`aav itn`kfcb! r`dsa`rcb `kb cbfrcb! }i `} ri |ti|ctav `k`avc
`kb `mhfczc rhc idocmrfzc}+
8/9/2019 Customer Satisfaction Tata Motors
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0+ Rhc Zchfmac rh`r vis |tczfis}av s}cb+
R@DAC ” 0
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0+ E`tsrhf 4= 4=
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=+ E`hfkbt` 6 6
2+ Kir s}cb kv zchfmac =2 =2
3+ ]iec Irhct zchfmac 4: 4:0<< 0<<
Fkjctckmc ?
=2# ij rhc ms}riect} |tczfis}av kir s}cb `kv zchfmac! 4:# s}cb }iec
irhct zchfmac! 4=# s}cb e`tsrhf! 6# s}cb e`hfkbt` `kb 8# s}cb Rivir`+
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MH@TR % 0
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4+ ^h`r e`bc vis ri dsv rhf} zchfmac+
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0+ Eibca 4= 4=4+ \tfmc 0= 0=
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46# ij rhc ms}riect‖} i|rcb R`r` zchfmac d`}fkn ik rhc dt`kb k`ec!
4=# d`}fkn ik rhc eibca! 40# d`}fkn ik rhc ps`afrv! 02# d`}fkn ik irhct
dckcjfr} `kb 0=# d`}fkn ik rhc |tfmc+
8/9/2019 Customer Satisfaction Tata Motors
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8/9/2019 Customer Satisfaction Tata Motors
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