Don Vance Chrysler Dodge Jeep RAM: Proud Recipient of the FCA Customer First Award for Excellence

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.

"At its core, this initiative will enable each of our dealers to earn certification as Customer First Award for Excellence dealers and market themselves to customers as elite stores," said Al Gardner, Head of Network Development, FCA - North America. "We believe it will give us a serious competitive advantage in the marketplace that along with our great products and strong brands will significantly improve customer satisfaction, loyalty and retention in our dealerships."


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.

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 dealers' 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."

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