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:
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.”