Mark’s Casa Chrysler Jeep has been recognized as an FCA Customer First Award for Excellence 2016 Inaugural award winner for achieving the highest level of customer experience in their operations.
Auburn Hills, Mich., July 21, 2016 – An inaugural group of 124 Chrysler, Jeep, Dodge, Ram and FIAT dealerships have earned the 2016 Customer First Award for Excellence. By achieving this elite status, these FCA US LLC dealerships will be recognized by consumers as leaders in customer sales and service experience.
FCA US created the Customer First Award for Excellence with its dealer partners and J.D. Power to elevate customer satisfaction with the dealerships with a specific focus on the sales and service experience, employee training and facility condition.
“We are extremely impressed with the accomplishments these 124 dealerships have been able to achieve in a short amount of time,” said Al Gardner, Head of Network Development, FCA – North America. “We gave our dealer body the challenge to join us in focusing on increasing our customer satisfaction, loyalty and service retention and through the core pillars of this initiative, these dealers have shown that it’s achievable. These dealerships will be able to proudly differentiate themselves as elite stores by being winners of the inaugural Customer First Award for Excellence.”
The Customer First Award for Excellence initiative was rolled out to dealerships in October 2015. Dealers participated in cross-country workshops where they learned of award requirements and dealership best practices. Some have worked with independently contracted Customer Experience Specialists in order to seek the highest levels of process and procedure improvements to ensure an increase in customer satisfaction.
All 2,600 FCA US dealerships were eligible to pursue and earn the inaugural award certification. Dealers must achieve goals in five core “pillars” to earn the Customer First Award for Excellence designation:
Since program rollout, national Sales Advocacy scores, Fixed First Visit scores and Service Advocacy scores have all risen to the highest in our history. All of the tools and goals within the program are designed to focus on building a relationship with the customers.
Head of Parts and Service (Mopar), FCA – Global, Pietro Gorlier explains, “The Customer First program has enabled our dealer’s focus to be drawn to the customer experience. The program sheds light on customer touch points throughout the service experience at the dealerships and enables dealers to exceed our customers’ expectations.”