TESLA MOTORS, INC. | Restoring World Class Service Standards at Tesla: Establishment of a Customer Experience Accountability and Transparency Initiative

Status
Omitted
Resolution details
Company ticker
TSLA
Lead filer
Individual
Resolution ask
Report on or disclose
ESG theme
  • Social
ESG sub-theme
  • Other
Type of vote
Shareholder proposal
Filer type
Shareholder
Company sector
Consumer Discretionary
Company HQ country
United States
Resolved clause
Resolved:
Shareholders request that the Board of Directors authorize and publish an Annual
Customer Experience Accountability Report, initially focused on Tesla’s solar and
energy division but extending to all customer facing operations, that discloses
measurable performance data on customer response times, issue resolution, and
satisfaction. The report should also describe any governance structure created to
oversee customer experience quality and should outline steps to ensure timely
access to human representatives and adequate staffing to meet service demand.
Supporting statement
Supporting Statement:
When I first test drove a Tesla Model 3 in 2019, it changed my entire perception of
the future. Experiencing the sleek design and early self driving features felt
revolutionary, a glimpse of a new world of clean, intelligent technology. I believed
in the company’s mission and its promise to redefine what technology could do for
humanity.
Yet my direct experience as a customer, and the online reviews of thousands of
others, reveal a growing disconnect between Tesla’s technological brilliance and its
customer service. Complaints about service delays and the inability to reach a
knowledgeable representative are being repeated in nearly every corner of the
internet. Enthusiastic buyers are frequently reporting the same obstacles,
regardless of geography or product line. These are not isolated frustrations; they
represent a fundamental breakdown that threatens Tesla’s brand reputation.
Independent reviews from global consumers confirm the scale of this problem. On
Trustpilot, Tesla holds an overall score far below industry norms, with roughly three
quarters of all reviewers assigning the lowest possible rating out of more than
2,700 reviews. Customers across the US, UK, and EU report similar difficulties in
both pre-sales and post-sales interactions, including unresponsiveness and
inconsistent support. This pattern suggests a broader systemic issue already
affecting Tesla’s customer acquisition and retention. Such widespread
dissatisfaction represents a material governance and operational risk for
shareholders.
Tesla’s long term success depends not only on technological advancement but also on
maintaining trust with the customers who adopt its products. Companies with strong
customer centric models show that innovation and responsive human support can reinforce
each other. A structured, measurable approach to customer experience would help Tesla
identify service gaps, allocate resources more effectively, and demonstrate a commitment to
continuous improvement.
An Annual Customer Experience Accountability Report would bring transparency to areas
that directly affect customer retention and brand reputation. It would show how issues are
escalated, how performance is measured, and what actions are being taken to strengthen
communication and service quality.
Closing Statement:
By supporting this proposal, shareholders help ensure that Tesla’s future is defined not only
by innovation, but by the quality of its relationships with customers. Transparent reporting
on customer experience will reinforce investor confidence, strengthen customer loyalty, and
position Tesla to compete not only through innovation but through reliability and
accountability. This proposal is not only appropriate, it is long overdue

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