Tata Motors is one of the largest automotive companies in India, known for

producing a wide range of vehicles, including cars, trucks, buses, and commercial
vehicles. The company has a significant presence in both the domestic and
international markets, and has been striving to improve its products and services
to meet the evolving needs of its customers.

The purpose of this report is to evaluate the level of customer satisfaction with
Tata Motors' products and services, and to identify areas for improvement. The
report is based on a comprehensive survey conducted among a sample of Tata Motors'
customers, covering different demographic and geographic segments.

The report begins with an overview of Tata Motors' operations, including its
product range, market position, and customer base. This is followed by a detailed
analysis of the survey findings, including customer feedback on various aspects of
Tata Motors' products and services, such as design, quality, performance, after-
sales service, and overall satisfaction.

The report also includes a comparison of Tata Motors' performance with that of its
competitors, and highlights the key strengths and weaknesses of the company.
Finally, the report concludes with recommendations for Tata Motors to improve its
customer satisfaction levels and maintain its competitive edge in the automotive
market.

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Tata Motors is one of the leading automotive companies in India, and has a strong
presence in both the domestic and international markets. The company offers a
diverse range of products that cater to different segments of the automotive
industry, including cars, commercial vehicles, buses, and defense vehicles.

In the passenger vehicle segment, Tata Motors has a wide range of cars that are
known for their style, performance, and affordability. The company's passenger
vehicle range includes popular models such as the Tiago, Tigor, Altroz, Nexon, and
Harrier. These cars are designed to meet the needs of different customer segments,
from entry-level hatchbacks to premium SUVs.

Tata Motors is also a leading player in the commercial vehicle segment, offering a
range of trucks, buses, and vans that are designed for different applications. The
company's commercial vehicle range includes trucks such as the Tata Ultra, Prima,
and Signa, which are known for their reliability, durability, and performance. Tata
Motors also offers a range of buses, including the Starbus, Cityride, and
Marcopolo, which are designed for both urban and intercity transport.

In addition to passenger and commercial vehicles, Tata Motors also has a strong
presence in the defense vehicle segment, offering a range of products that cater to
the needs of the Indian armed forces. The company's defense vehicle range includes
products such as the Tata Safari Storme-based GS800, which is used by the Indian
Army for troop transport and tactical operations.

Overall, Tata Motors' product range is designed to meet the diverse needs of its
customers across different segments of the automotive industry. The company's focus
on innovation, quality, and performance has helped it to establish a strong brand
presence and maintain its competitive edge in the market.

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Tata Motors has a broad and diverse customer base, ranging from individual
consumers to large corporations and government agencies. The company's passenger
vehicle range caters to the needs of individual customers, including first-time car
buyers, families, and enthusiasts. In the commercial vehicle segment, Tata Motors
serves a wide range of customers, including small and medium-sized enterprises,
large corporations, and government agencies.

Tata Motors' buses and coaches are used by public transport operators, educational
institutions, and tour operators, while its defense vehicles are primarily used by
the Indian armed forces. The company also has a significant presence in the export
market, serving customers in countries across Asia, Africa, Europe, and the Middle
East.

The company's focus on customer satisfaction and innovation has helped it to build
a loyal customer base, who value Tata Motors for its quality, reliability, and
performance. Tata Motors has also established a strong dealer network across India,
with over 750 dealerships and service centers, making its products and services
easily accessible to customers across the country.
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SCOPE OF THE STUDY

The scope is to study the various segments in the automobile industry as the
automobile industry is evolving heavily with more of foreign players entering into
the domestic market. The scope of the study is also to study the products offered
by Tata Motors to it’s customers for the same and also to study the various factors
which are the root causes for the Increasing Market Share In the A2 Segment for
Lucknow Market.

LIMITATIONS OF THE STUDY

The Major limitations of my study were:

• Time Factor was the major factor.
• The disinterest shown by the Customers as they were just concerned with what
they actually wanted at that point of time.

intro. to tata motors

Tata group’s was founded by Jamsetji Tata in 1868, it is a global enterprise
headquartered in India, and comprises over 100 operating companies, across six
continents, exporting products and services to over 150 countries. Tata companies
employ over 581,000 people worldwide. The core purpose is to
improve the quality of life of the communities it serves globally, through long-
term stakeholder value creation based on leadership with trust. As a result of this
unique ownership structure and ethos of serving the community, the Tata name has
been respected for more than 140 years and is trusted for
its adherence to strong values and business ethics. Tata has always given value
products in the Indian Car Market whether it is path breaking recently launched
TATA NANO. Not only is the passenger car, even into the heavy vehicle segment TATA
is the only sole leader in India.TATA has created its brand value not only in India
but even outside India it has created its brand by acquiring Jaguar-Land Rover,
Corus Steel during 2007-08. TATA has been named among top 10 brand companies by
Fortune Magazine in the year 2008.
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*************************************************Tata Motors Group (Tata Motors) is
a $37 billion organisation. It is a leading global automobile manufacturing
company. Its diverse portfolio includes an extensive range of cars, sports utility
vehicles, trucks, buses and defence vehicles. Tata Motors is one of India's largest
OEMs offering an extensive range of integrated, smart and e-mobility solutions
Part of the USD128 billion Tata group founded by Jamsetji Tata in 1868, Tata Motors
is among the world’s leading manufacturers of automobiles. We believe in
‘Connecting aspirations’, by offering innovative mobility solutions that are in
line with customers' aspirations. We are India's largest automobile manufacturer,
and we continue to take the lead in shaping the Indian commercial vehicle
landscape, with the introduction of leading-edge powertrains and electric solutions
packaged for power performances and user comfort at the lowest life-cycle costs.
Our new passenger cars and utility vehicles are based on Impact Design and offer a
superior blend of performance, driveability and connectivity.

Our focus on connecting aspirations and our pipeline of tech-enabled products keeps
us at the forefront of the market. We have identified six key mobility drivers that
will lead us into the future – modular architecture, complexity reduction in
manufacturing, connected & autonomous vehicles, clean drivelines, shared mobility,
and low total cost of ownership. Our sub-brand TAMO is an incubating centre of
innovation that will spark new mobility solutions through new technologies,
business models and partnerships.

Our mission - across our globally dispersed organisation – is to be passionate in

anticipating and providing the best vehicles and experiences that excite our global
customers.

MISSION
We innovate mobility solutions with passion to enhance the quality of life

VISION
By FY 2024, we will become the most aspirational Indian auto brand, consistently
winning, by

Delivering superior financial returnsDriving sustainable mobility

solutionsExceeding customer expectations, andCreating a highly engaged work force

CULTURE PILLARS

BE BOLD
AgilityRisk Taking
OWN IT
EmpowermentOwner's mindset

SOLVE TOGETHER
AccountabilityCollaboration
BE EMPATHETIC
Embracing DiversityPassion for Customers
(((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((
(((((((((((((((((((((((((((((((((((((((((((((((((aguar Land Rover, part of Tata
Motors since 2008, is Britain’s largest automotive manufacturer which designs,
manufactures and sells some of the world’s best-known premium cars.

Jaguar Land Rover is reimagining these brands in a world of modern luxury by

design, with sustainability and quality at their heart. Through this strategy,
Jaguar Land Rover aims to become the creator of the world’s most desirable luxury
vehicles and services, for the most discerning of customers.

Business Highlights

Strong demand

Despite sales being impacted due to semiconductor issues, Jaguar Land Rover
witnessed strong growth in the order bank and cancellations were negligible. The
order bank grew through the year to reach 168,471 units as on March 31, 2022
including 45,584 orders for the New Range Rover and 40,618 for Defender.

Product launches

In FY22, Jaguar Land Rover introduced the New Range Rover, as the embodiment of
modern luxury, with breath-taking modernity to its exterior and a highly
sophisticated, reductive interior with an intuitive approach to relevant
technology.
Launched Range Rover Sport - the third generation of Land Rover’s luxury
performance SUV is the most desirable, technologically advanced and capable yet,
mixing an imposing road presence with instinctive driving responses using the most
advanced combination of chassis technologies ever fitted to a Land Rover.
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)))))))))))))))))))))))))))))))))))))))))))))))))
The foundation of Tata Motors' growth over the last 75 years is a deep
understanding of economic stimuli and customer needs, and the ability to translate
them into customer-desired offerings through cutting-edge technologies.
focus on current and future auto technologies to enhance the look and feel of our
vehicles and to boost the overall driving experience for our customers. Our new age
concept cars and award-winning engines are examples of how far our innovative
techniques have brought us. From frugal engineering to our work on vehicles,
powered by alternative fuels, our innovation thrust forms one of the pillars of a
business built on sustainability.

Our state-of-the-art R&D centres and design studios are located at Pune, Jamshedpur
& Lucknow (India), Italy and the UK, and have many firsts to their credit. We boast
of housing an end to end powertrain development facility recently upgraded with
countries first multi storey soak room facility for BS6 development, Asia's first
anechoic chamber, India's first full vehicle crash test facility and India's only
full climate test facility. With over 5000 engineers, designers, scientists and
technicians, we are making path-breaking innovations that are driving the form and
performance of future vehicles.
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The automobile industry plays a crucial role in the economic development of a

country as it generates employment for millions of people and contributes
significantly to foreign exchange earnings. Since the liberalization of the Indian
economy, the automobile sector has witnessed rapid growth, and it currently
accounts for 3.5% of India's GDP. In this highly competitive market, both domestic
and international companies are vying for a larger share of the Indian market.
However, Tata Motors, which was previously ranked second, is now facing challenges
and has slipped to the fifth position. To regain its previous position in the
automotive industry, Tata Motors will need to re-engineer its entire strategy.

India is a developing nation with significant potential. It has a rapidly growing

domestic economy of around 9-10% per annum, reinforced by an increase in exports
and domestic consumption. The automobile industry is playing a crucial role in
India's emergence as a global hub for vehicle manufacturers and outsourcing centers
that offer high-end solutions to the global automotive industry. With a business
volume of $45 billion, the automobile industry in India has the potential to grow
much faster through Indian as well as international manufacturers who have
established huge facilities in the country.

Tata Motors Limited is the largest automobile company in India with consolidated
revenues of approximately Rs.70,938.85 crores (USD 14 billion) in 2008-09.
Established in 1945, the company is headquartered in Mumbai and has manufacturing
facilities in Jamshedpur, Lucknow, and Pune. It is the leader in commercial
vehicles in each segment and among the top three in passenger vehicles with winning
products in the compact, midsize car, and utility vehicle segments. The company is
also the world's fourth-largest truck manufacturer and the world's second-largest
bus manufacturer.

Tata Motors has always been customer-focused and has established a customer
relationship management-dealer management system (CRM-DMS) to manage its
relationships with its customers, dealers, and anyone else who has a deep
connection with the mother company. The Company has over 3,000 engineers and
scientists, and the Engineering Research Centre established in 1966 has enabled
pioneering technologies and products. The Company today has R&D centres in Pune,
Jamshedpur, Lucknow, Dharwad in India, and in South Korea, Spain, and the UK.

Tata Motors has also been developing environment-friendly technologies in emissions

and alternative fuels and implementing several environment-friendly technologies in
manufacturing processes, significantly enhancing resource conservation. The company
has developed electric and hybrid vehicles both for personal and public
transportation. It has unveiled its People's Car, the Tata Nano, which brings the
comfort and safety of a car within the reach of thousands of families. The standard
version has been priced at Rs.100,000.

***introduction:
India is an emerging country with huge potential. The domestic economy is now
growing at around 9-
10% per annum and India’s importance in global terms is being reinforced by rapidly
rising exports
and domestic consumption. The automotive industry is at the center of India’s new
global dynamic.
Expectation are high that India can develop as a global hub for vehicle
manufacturers and as an
outsourcing center that offers the globalautomotive industry solution high up the
automotive value
chain.
The automobile industry in India accounts for a business volume of $45 billion and
has the potential to
grow much faster both through Indian as well as international manufacturers who
have established
huge facilities in the country With the world’s second largest and fastest- growing
population, there is
no denying India’s potential in both economic and population terms and the effect
it will have on the
auto industry in the years to come

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Business around the world recognizes that the consumer is the king. Knowing why and
how people
consume products helps marketers to understand how to improve existing products,
what types of
products are needed in the market place or how to attract consumers to buy their
products.
Consumer behaviour focuses on how individuals make decisions to spend their
available resources
on consumption related items. That includes what, why, when, where, how often they
buy it how they
evaluate it after the purchase and the impact of such evaluation on future
purchase.
The passenger vehicle market, which constitutes around 80% of automobile sales, has
immense
growth potential .Anticipating the future market potential, the production of
passenger vehicle is
forecasted to grow at a CAGR of around

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Tata Motors Releases 8th Annual CSR Report for FY22
22 August, 2022

~Community programmes have positively impacted over 7.9 lakh lives during the year~

Tata Motors, India’s leading automobile company, released its 8th Annual Corporate
Social Responsibility (CSR) Report today, highlighting its comprehensive efforts to
address societal and environmental challenges in FY22, while fostering inclusive
growth to drive impact, and promote sustainable development and nation-building.
Cumulatively, the company’s efforts positively impacted over 7.9 lakh lives during
the year, with over 40% beneficiaries coming from SC and ST communities.

During the year, Tata Motors leveraged the benefits of digitization and
technological integration to attain a pan-India reach through each of its
initiatives, bringing together the collective capabilities of all relevant
stakeholders, including government bodies, local authorities, implementation
partners and the beneficiaries themselves. Through its collaborative efforts, the
company achieved sustainable, replicable, agile, and future-ready results across
the country, working towards its goal of fostering social welfare and nation
building.

Speaking on the occasion, Mr. SJR Kutty, Chief Sustainability Officer, Tata Motors,
said, “Community welfare is at the core of our philosophy that guides us as we
strive to improve the quality of life of the vulnerable while embedding sustainable
development into our partnership models. Our CSR initiatives are designed to
maximise impact through partnerships with the Government to enhance reach and
scale. With careful planning and optimal use of our financial and human resources,
we hope to touch more lives with every passing year.”

Covering a broad range of diverse target groups across India, Tata Motors’ CSR
priorities include four key areas that responds to India’s most pressing
developmental challenges: Health (Aarogya), Education (Vidyadhanam), Environment
(Vasundhara), and Employability (Kaushalya).

Key highlights of Tata Motors CSR Report for FY22 include:

Providing widespread access to COVID-19 vaccination

Supporting the government’s vaccination efforts, Tata Motors deployed 11 customised

and fully-equipped mobile vaccination vans administering vaccines at the doorstep
of beneficiaries residing in the remote areas of the country. Over 80,000
individuals across nearly 250 villages and 6 districts were vaccinated, of which
45% were women from socially marginalised sections. Along with its employees, the
company created a pool of money and donated a cumulative total of Rs. 6.3 crores
towards COVID welfare.

Building a Healthier and Stronger India

Making healthcare more accessible, Tata Motors, through its ‘Aarogya’ initiative,
has positively impacted over 5.5 lakh individuals. During the year, the company
provided 3.6 lakh people with supplementary diets and curative healthcare services.
Further, by bringing 67% of the 2,900 malnourished children across India under the
healthy category, it reaffirmed its commitment to cultivating a thriving child
population. In some locations, 100% of children in the healthy category were
recorded. Moreover, one lakh people, particularly young mothers, were also engaged
in sessions focused on behavioral change and awareness raising on important
subjects such as menstruation, adverse effects of early marriage, family planning,
reproductive health, child-birth gap, timely vaccines aimed at improving the health
of newborns and infants, among others.

Water Security for All

Through its ‘Amrutdhara’ initiative, Tata Motors has enabled 5,800 people living in
water-scarce regions of the country, especially in tribal hamlets, to access 30
litres of clean drinking water, per capita per day, within 200 metres of their
residence.

Imparting Quality Education for All

Expanding equitable access to quality education is essential to empower the youth

of a progressive nation. Through ‘Vidyadhanam’, Tata Motors has taken steps in this
direction, providing over 1 lakh students access to quality education. Of the
22,000 government school children supported through remedial classes, 96% cleared
their Class X Board exams, while 64% secured first division and above. Furthermore,
the company’s partnership with 477 Jawahar Navodaya Vidyalayas (JNVs) led to 42% of
students qualifying for JEE Mains in FY22. Of this, 26% cleared JEE Advanced. 38%
of the students got admission in various IITs while others qualified for top
institutions such as NIITs.

Skilling Young India

Under ‘Kaushalya’, Tata Motors took tangible steps to realize the Indian
government’s Skill India vision. Over 45,000 youth and farmers have been trained
through its employability programmes, with 78% of them going on to find jobs and
earning an average salary of Rs. 8,500. It expanded its Learn, Earn and Progress
Programme (LEAP), built to provide automotive skills training to underprivileged
youth, from two institutes in FY2014 to 60 institutes in FY2021 across 21 states,
skilling 32,300 youths with them being offered salaries of around Rs 10,000 and
above.

Enriching the Environment

Extending its commitment towards reducing its carbon footprint and encouraging
ecological stability, Tata Motors, under ‘Vasundhara’, planted over 1.9 lakh
saplings of indigenous varieties that recorded a survival rate of as high as 87%,
leading to the creation of microhabitats of varied species of flora and fauna in
some locations. It also implemented the Wadi Model in Jawahar, Maharashtra,
planting over 2.7 lakh trees with over 2,000 farmers while conserving more than
1,000 acres (265 hectares) of soil.

Getting to Equal

Through its ‘Aadhar’ initiatives, Tata Motors ensures equal opportunity for
socially and economically disadvantaged sections of society, promotes equal access
to education, eliminates social discrimination and enhances their employability and
entrepreneurship abilities. During the year, 40% of its beneficiary coverage and
budgetary allocation was committed for the development of the SC and ST
communities.

Strengthening Rural India

To ensure that government welfare and financial schemes reach everyone, Tata Motors
tirelessly worked across six states— Jharkhand, Maharashtra, Gujarat, Karnataka,
Uttar Pradesh, and Uttarakhand —to improve the quality of life of 17,500 tribal
community members through last-mile awareness and service delivery of schemes.

Volunteering for Change

In 2021–2022, 34% of Tata Motors’ employees volunteered for social causes,

investing 28,500 hours.

To learn more about the impact of the Tata Motors’ CSR Programme, click here to
view the full report www.tatamotors-com/wp-content/uploads/2022/08/annual-csr-
report-2021-22.pdf

About Tata Motors

Part of the USD 128 billion Tata group, Tata Motors Limited (NYSE: TTM; BSE: 500570
and 570001; NSE: TATAMOTORS and TATAMTRDVR), a USD 37 billion organization, is a
leading global automobile manufacturer of cars, utility vehicles, pick-ups, trucks
and buses, offering extensive range of integrated, smart and e-mobility solutions.
With ‘Connecting Aspirations’ at the core of its brand promise, Tata Motors is
India’s market leader in commercial vehicles and amongst the top three in the
passenger vehicles market.

Tata Motors strives to bring new products that fire the imagination of GenNext
customers, fueled by state of the art design and R&D centers located in India, UK,
US, Italy and South Korea. With a focus on engineering and tech enabled automotive
solutions catering to the future of mobility, the company’s innovation efforts are
focused to develop pioneering technologies that are sustainable as well as suited
to evolving aspirations of the market and the customers. The company is pioneering
India’s Electric Vehicle (EV) transition and driving the shift towards sustainable
mobility solutions by preparing a tailor-made product strategy, leveraging the
synergy between the Group companies and playing an active role liasoning with the
Government in developing the policy framework.

With operations in India, the UK, South Korea, Thailand, South Africa and
Indonesia, Tata Motors’ vehicles are marketed in Africa, Middle East, South & South
East Asia, Australia, South America, Russia and other CIS countries. As of March
31, 2022, Tata Motors’ operations include 86 consolidated subsidiaries, two joint
operations, four joint ventures and 10 equity-accounted associates, including their
subsidiaries, in respect of which the company exercises significant influence.