We are grateful to have had a conversation with Mr. Sanjeev Aggarwal, Vice President, After Sales, Nissan Motor India Pvt. Ltd. about Datsun India’s aftersales support and service activities. He has given us an incredible insight into how methodical all processes are while acknowledging the relationship with customers that play a significant role in the brand’s growth via ‘Voice Of Customer Day’.
The Japanese automaker has three warehouses in India to meet the dealer demands and ensure part delivery within 4 days of the order placement. The maintenance parts of the company’s bestselling Redi-GO are said to be 4% lower than its competitors as well. The express services are located in 42 destinations across the country and 96% of technical problems are vowed to be mended in just two days.
Mr. Sanjeev Aggarwal said that the transparent service packages are key elements for customers choosing Redi-GO over other vehicles while the Datsun Road Side Assistance service is provided free of cost for a period of 2 years to keep the bonding intact. Here is a transcript of the entire conversation:
We are curious to know about the parts availability and waiting time (if not available) as after sales make or break the deal for many customers?
Sanjeev Aggarwal : We have set industry benchmarks in parts availability with a fill rate – which measures how many customer orders can be met from existing inventory at the dealerships – of 96%.
In case of accident repairs, how will the division respond regarding parts availability and waiting time?
Sanjeev Aggarwal : Nissan has 3 aftersales warehouses in Chennai, Pune and Gurgaon which caters to dealership requirements across India and ensures delivery of parts within 4 days of placement of the order.
Could you explain Datsun’s spare costs compared to rivals like Maruti Suzuki?
Datsun spare parts cost are very much competitive. For eg: Datsun Redi-GO periodic maintenance parts average cost 4% lower than competition. How about the general service timing and is there any express service option?
Sanjeev Aggarwal : We offer express services at 42 locations, covering cities like Delhi, Mumbai, Chennai, Hyderabad, Kolkata, Ahmedabad, Pune, Chandigarh, Cochin, Bhubaneshwar to offer quality service within the shortest time possible. Additionally, for customer convenience, Door Step Service is provided through fully equipped 36 Mobile Service Assistance vehicles catering to rural cities covering more than 90 locations across India.
Customer complaints and the solving ability form a major role in a brand’s reputation. Is there any core department dedicated to that?
Sanjeev Aggarwal : At our dealerships, we have a best practice known as – Voice of Customer day, where positive and negative customer feedback are discussed among the dealership team. Positive feedback is analyzed and appreciated among the team and key action for resolving the negative feedback is taken immediately and implemented.
He further said: We have a dedicated department to capture customer voice and collect customer voice through our dedicated call center, social media channels, etc. and currently we maintain industry best-level in terms of both complaint ratio and resolution time. We also do proactive calling post service via dealership staff as well as directly by us to ascertain customer satisfaction level.
Moreover, our campaigns like Happy with Nissan gives us the chance to further connect with our customers. We are working hard to delight them with great aftersales service and a superior ownership experience.
What are Datsun’s future plans to further improve after sales and service support?
Sanjeev Aggarwal : As Datsun, we are continuously exploring innovative business model to enhance customer experience and satisfaction by offering one-stop solutions to the customers.
For customer’s ease of service utilization, is there any service cost calculator option available?
Sanjeev Aggarwal : Every Nissan India dealership has display of standard labour rates for transparency and customer education.
When a major problem arises, how will you go with the car replacement option?
Sanjeev Aggarwal :Our dealers are well equipped with trained manpower and dealer In-house Technical Support team to resolve any concern in the vehicle. In addition, we have dedicated ‘Techline’ regional resources to resolve the concern. 92% of the technical concerns are resolved within 24 hours and 96% by 48 hours.
How about the feedback of customers on the recently launched service packages?
Sanjeev Aggarwal : We are the first in the segment to provide such a comprehensive package at a very competitive price. Our customers are seeing value in Datsun Care, in fact the service package’s key features also make the Redi-GO an even more compelling and attractive proposition for the buyers.
Does Datsun provide spare parts for local service center?
Sanjeev Aggarwal : Datsun customer requiring to purchase spare parts can visit any of the authorized Datsun service center and purchase the required parts.
Will Datsun introduce any IOS and Android based apps like NissanConnect especially for servicing?
Sanjeev Aggarwal : As a policy, we don’t share information on our future products.
Tell us more about Datsun’s 24×7 Roadside assistance, its charges for in warranty and out of warranty cars.
Sanjeev Aggarwal : Datsun Road Side Assistance service is provided free of cost for a period of 2 years from the date of sale regardless of kilometers travelled, and comes complimentary with the Extended warranty of 2 or 3 additional years purchased with the vehicle.