Customer First Award
Old Saybrook Chrysler Dodge Jeep Ram has been awarded FCA US’s Customer First Award for Excellence for 2020. As a selected dealership, Old Saybrook CDJ has achieved the highest level of customer experience recognition in the program’s five core areas: People, Facility, Processes, Customer Performance Metrics and Training Certification.
“The number of Customer First Award for Excellence dealers continues to increase year over year, demonstrating FCA and our dealers’ consistent focus on providing a superior customer experience,” said Al Gardner, Head of Network Development. “These 2020 Customer First Award for Excellence dealers are leading the way for our network, and the award is clear evidence of their everyday dedication and commitment to their customers.”
FCA US created the Customer First Award for Excellence with its dealer partners and J.D. Power to improve customer satisfaction with Chrysler, Jeep, Dodge, Ram and FIAT dealerships in the United States with a specific focus on sales, employee training, facility condition and service experience. The program was originally launched in October 2015.
“Our Customer First Award for Excellence dealers have earned this distinction and continue to serve as an outstanding example for other dealers to follow”, said Pietro Gorlier, Head of Parts and Service (Mopar).
All 2,600 Chrysler, Jeep, Dodge, Ram and FIAT dealerships are eligible to pursue and earn this prestigious award on an annual basis. Dealerships must achieve stringent goals in five core “pillars” to earn the coveted designation:
- Facility Certification – Facility provides a clean, comfortable environment for customers
- Performance Measures – Dealership has achieved highest levels of customer-oriented sales and service goals
- Training Certification – Employees have received the highest level of required FCA-certified training
- Employee Surveys – Completed to promote the voice of your employees and a customer-driven culture
- Process Validation – Certified sales and service processes that support excellence in customer handling
Dealership teams have either worked independently in order to seek the highest levels of process and procedure improvements to ensure an increase in customer satisfaction. Experience Old Saybrook Chrysler Dodge Jeep Ram’s level of dedication to customer excellence for yourself!