A new awards program by Fiat Chrysler Automobiles has encouraged many of its dealerships to raise their scores in surveys of service customer satisfaction -- in some instances to historically high levels -- the automaker says.
On Friday, FCA announced the first 124 winners – among roughly 2,600 U.S. dealerships – of its Customer First Award for Excellence.
Since the Customer First program began in October 2015, FCA said, national average scores for some survey categories have improved to the highest levels the company has ever recorded.
FCA spokesman Berj Alexanian declined to reveal those scores. But he said the share of FCA customers who say they would recommend their dealership to a friend for service has increased by 3.5 percentage points.
The program also measures satisfaction with dealerships’ sales process. FCA customers who say they would recommend their dealership to a friend for sales rose by 2 percentage points, Alexanian said.
Pietro Gorlier, global head of parts and service for Mopar, FCA’s parts, service, and customer care organization, said in a statement: “The Customer First program has enabled our dealers’ focus to be drawn to the customer experience.”
The awards announced Friday are based on results for the first half of 2016. FCA compiled the survey results in a partnership with J.D. Power and Associates.