Customer First Award For Excellence
Elder Chrysler Dodge Jeep RAM Is a Proud Recipient of FCA’s Customer First Award For Excellence
Elder Chrysler Dodge Jeep RAM is among a group of elite dealerships that have been proven to provide the best sales and service experience. We would like to thank you for your continued support!
“We are extremely impressed with the accomplishments these 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 Big Picture
To create a more positive customer experience, and stronger relationships, the Customer First Award for Excellence process addresses five key pillars:
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:
- Facility – Customers consistently find dealerships to be clean, convenient and comfortable. Facilities are certified every six months
- Customer Processes – Dealer consistently executes processes for key customer interaction points, such as sales negotiation, delivery and follow up
- Performance – Dealer achieves required high level of satisfaction in customer sales and service satisfaction surveys
- Employee Survey – Survey employees annually, share findings with employees, and act on the feedback and results
- Training Certification – Dealership personnel meet minimum training requirements for sales, service, parts and technical staff
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.”
Let Us Show You the Customer First Difference
