Skoda aims at improving ownership experience

As part of this initiative, Skoda will maintain transparency in parts pricing, and employ digital tools like Package Pricing System Online (PPSO)

In the past, Skoda owners have been very outspoken about the poor service that the brand offers. Over the past few years, the Czech carmaker has been gradually trying to change this perception by introducing small yet effective service initiatives. The company has once again brought in more such service initiatives as part of the India 2.0 Project.

To make the service experience hassle-free for customers, Skoda has introduced an AI-based chat-bot on their official website. This self-learning bot helps answer queries that customers have about any of the Skoda models. While this is primarily in relation with their new product, existing customers have what Skoda calls iService – a tablet-based standardized service consultation process. In addition, there’s also a Package Pricing System Online that works in conjunction with Auto Part – giving customers absolute transparency in terms of parts prices and stock. Skoda claims that there will be uniformity of charges across all service centres and enhanced quality of the craftsmanship.

This is not the first time Skoda has brought in such customer-centric initiatives. They have been offering a 4-year warranty on all their products which also includes Roadside Assistance. As an option, customers can also pay and get themselves a Maintenance Package. Aside from these personal service initiatives, Skoda also launched the updated MySkoda App earlier this year. From showing the service history of your vehicle to booking a service and something as simple as finding a parking spot, the MySkoda App tries to make the overall driving experience that much easier. Skoda is clearly working on improving the overall customer experience with each of these tools. Apart from these online touchpoints, Skoda will also redesign their sales and service outlets to offer premium customer service.