Market Overview

FCA US Announces First Dealerships to Earn Customer First Award for Excellence

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AUBURN HILLS, Mich., July 21, 2016 /PRNewswire/ --

  • 124 Chrysler, Jeep, Dodge, Ram and FIAT dealerships have earned the inaugural 2016 Customer First Award for Excellence
  • Consumers will recognize these elite dealerships as providing the best sales and service experience
  • Dealers may use inaugural Customer First Award for Excellence logo in all advertising and marketing efforts

An inaugural group of 124 Chrysler, Jeep, Dodge, Ram and FIAT dealerships have earned the 2016 Customer First Award for Excellence.

By achieving this elite status, these FCA US LLC dealerships will be recognized by consumers as leaders in customer sales and service experience.

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.

Dealers in this initial group completed all of the required program goals from Jan. 1 to June 30. A second group of award winners will be announced in early 2017 when they complete their certification requirements.

"We are extremely impressed with the accomplishments these 124 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 Customer First Award for Excellence initiative was rolled out to dealerships in October 2015. Dealers participated in cross-country workshops where they learned of award requirements and dealership best practices. Some have worked with independently contracted Customer Experience Specialists in order to seek the highest levels of process and procedure improvements to ensure an increase in customer satisfaction.

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 level 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 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." 

"Creating advocates for all of our brands is the key to long-term success," said Reid Bigland, Head of U.S. Sales. "These dealers have shown leadership in that effort and will benefit from their customer-focused approach." 

The 124 dealerships will be able to use the inaugural Customer First Award for Excellence logo in all advertising and marketing efforts. They will receive a plaque, executive acknowledgement letter, differentiated search results on brand websites, a dealership-wide award luncheon and a host of other marketing press materials.

Dealer Name

City

State

CERRITOS DODGE INC

CERRITOS

CA

ORANGE COAST ALFA ROMEO AND FIAT

COSTA MESA

CA

ORANGE COAST CHRYSLER JEEP DODGE

COSTA MESA

CA

SANTA MARIA CHRYSLER JEEP DODGE RAM

SANTA MARIA

CA

PARK CHRYSLER JEEP

BURNSVILLE

MN

ABERDEEN AUTO CENTER, INC

ABERDEEN

SD

HUDSON CHRYSLER LLC

HUDSON

WI

JOHN HIRSCH'S CAMBRIDGE MOTORS LLC

CAMBRIDGE

MN

LEE'S SUMMIT CHRYSLER JEEP DODGE

LEES SUMMIT

MO

WINFIELD MOTOR COMPANY

WINFIELD

KS

GANLEY VILLAGE CHRYSLER DODGE JEEP RAM

PAINESVILLE

OH

YARK CHRYSLER-JEEP-DODGE

TOLEDO

OH

BOB-BOYD ALFA ROMEO FIAT

COLUMBUS

OH

COLE CHRY-JEEP-DODGE LLC

MARSHALL

MI

AUBURN CHRYSLER DODGE JEEP RAM

AUBURN

IN

BLUE WATER CHRYSLER-PLYMOUTH-DODGE JEEP-EAGLE

PORT HURON

MI

BRUNSWICK AUTO MART INC

BRUNSWICK

OH

BUD'S CHRYSLER-DODGE-JEEP, INC.

CELINA

OH

CHARLIE'S DODGE CHRYSLER JEEP RAM

MAUMEE

OH

DON'S AUTO CLINIC INC

CADILLAC

MI

EXTREME DODGE CHRYSLER JEEP

JACKSON

MI

FRED MARTIN SUPERSTORE

NORTON

OH

GOLLING CHRYSLER DODGE JEEP RAM, INC.

BLOOMFIELD HILLS

MI

GROGAN'S TOWNE CHRYSLER JEEP DODGE RAM

TOLEDO

OH

HENDRICKSON CHRY DODGE JEEP INC

MONTICELLO

IN

JIM RIEHL'S FRIENDLY CHRYSLER

LAPEER

MI

MATHEWS DODGE CHRYSLER JEEP INC

MARION

OH

ROCHESTER HILLS CHRYSLER JEEP DODGE

ROCHESTER HILLS

MI

SCHAEFER & BIERLEIN INC

FRANKENMUTH

MI

POMOCO CHRYSLER JEEP DODGE

NEWPORT NEWS

VA

ADAMS JEEP OF MARYLAND INC

ABERDEEN

MD

BERGEY'S CHRYSLER JEEP DODGE

SOUDERTON

PA

CARMAN CHRYSLER-JEEP-DODGE

NEW CASTLE

DE

COUNTRY CHRY-DODGE-JEEP INC

OXFORD

PA

ELM GROVE CHRYSLER DODGE JEEP RAM

WHEELING

WV

HERITAGE CHRYSLER DODGE JEEP RAM OWINGS MILLS

OWINGS MILLS

MD

HONDRU CHRYSLER DODGE JEEP RAM

ELIZABETHTOWN

PA

KEENE DODGE CHRYSLER JEEP RAM

JARRETTSVILLE

MD

OURISMAN CHRYSLER DODGE JEEP RAM

CLARKSVILLE

MD

OUTTEN CHRYSLER DODGE JEEP RAM

HAMBURG

PA

PELLEGRINO CHRYSLER JEEP

WOODBURY HEIGHTS

NJ

ROTOLO'S DODGE-CHRY-JEEP

CHARLEROI

PA

STARR MOTORS INCORPORATED

SUFFOLK

VA

VICTORY CHRYSLER DODGE JEEP RAM

DELMONT

PA

CASSENS & SONS INC

GLEN CARBON

IL

MARTINS GARAGE INC

UNION GROVE

WI

5 CORNERS DODGE CHRYSLER JEEP

CEDARBURG

WI

BRICKNER'S OF WAUSAU, INC

WAUSAU

WI

BRICKNER'S PARK CITY INC

MERRILL

WI

CHILSON CHRYSLER DODGE, LLC

CHIPPEWA FALLS

WI

GLENDALE CHRYSLER JEEP DODGE RAM

GLENDALE

MO

JACK WOLF CHRYSLER JEEP DODGE INC.

BELVIDERE

IL

LINCOLN CHRYSLER DODGE & JEEP

LINCOLN

IL

NIKLES OF PETERSBURG, INC.

PETERSBURG

IL

PALMEN DODGE CHRYSLER JEEP

RACINE

WI

PRESCOTT BROTHERS INC

MENDOTA

IL

ROANOKE MOTOR CO INC

ROANOKE

IL

SHEBOYGAN CHRYSLER CENTER INC

SHEBOYGAN

WI

SHOTTENKIRK CHRYSLER JEEP DODGE

MT PLEASANT

IA

STEW HANSEN DODGE CITY JEEP

URBANDALE

IA

SUMMIT CHRYSLER DODGE JEEP RAM

FOND DU LAC

WI

WICKSTROM CHRYSLER JEEP DODGE

BARRINGTON

IL

WILSON CHRYSLER JEEP INC

CLINTON

IL

ACTON CHRYSLER DODGE JEEP RAM

ACTON

MA

KRYSTAL CHRYSLER DODGE JEEP RAM

WARRENSBURG

NY

ADIRONDACK AUTO SERV INC

ELIZABETHTOWN

NY

BAILEY'S MOTOR SALES INC

NORTH KINGSTOWN

RI

BESSEY MOTOR SALES INC

SOUTH PARIS

ME

BEST CHRYSLER DODGE JEEP RAM

PLYMOUTH

MA

BONNEVILLE & SON INC

MANCHESTER

NH

CENTRAL MAINE CHRYSLER-DODGE-JEEP-RAM-FIAT

WATERVILLE

ME

DOVER DODGE CHRYSLER JEEP, INC.

ROCKAWAY

NJ

FLEMINGTON DODGE-CHRY-JEEP

FLEMINGTON

NJ

FOSS MOTORS INC

EXETER

NH

FOSTER MOTORS INC

MIDDLEBURY

VT

FOX CHRYSLER DODGE JEEP INC

AUBURN

NY

FRANKLIN SUSSEX AUTO MALL INC

SUSSEX

NJ

FREEHOLD DODGE INC

FREEHOLD

NJ

GENESEE VALLEY CHRYSLER DODGE JEEP

AVON

NY

KEENE CHRYSLER DODGE JEEP

KEENE

NH

KELLY JEEP CHRY PLY

LYNNFIELD

MA

NIELSEN DODGE CHRYSLER JEEP RAM

EAST HANOVER

NJ

SAWYER MOTORS

SAUGERTIES

NY

SUMMIT CHRYSLER DODGE JEEP RAM

ONEIDA

NY

SUMMIT DODGE

SYRACUSE

NY

TOWNE CHRYSLER DODGE JEEP, INC.

HAMBURG

NY

TRI-CITY CHRYSLER DODGE JEEP RAM

SOMERSWORTH

NH

UPSTATE CHRYSLER DODGE JEEP RAM

ATTICA

NY

VICTORY CHRYSLER DODGE JEEP RAM

ROME

NY

YOUNG'S MOTORS INC

MILTON

NY

FAYETTEVILLE DODGE INC

FAYETTEVILLE

NY

SOUTH MIAMI ALFA ROMEO FIAT

MIAMI

FL

ARRIGO DODGE CHRYSLER JEEP RAM SAWGRASS

TAMARAC

FL

ALFA ROMEO FIAT OF THE TRIAD

GREENSBORO

NC

ATLANTIC DODGE-CHRY-JEEP INC

ST AUGUSTINE

FL

CITRUS CHRYSLER JEEP DODGE

DADE CITY

FL

COFFEE CHRYSLER-PLYMOUTH-DODGE INC

DOUGLAS

GA

FIELDS CHRYSLER JEEP DODGE RAM

SANFORD

FL

GWINNETT CHRYSLER DODGE JEEP RAM

STONE MOUNTAIN

GA

HARPER ALFA ROMEO AND FIAT

KNOXVILLE

TN

NEUWIRTH MOTORS INC

WILMINGTON

NC

NORTH POINT CHRYSLER DODGE JEEP RAM FIAT

WINSTON-SALEM

NC

TOM EDWARDS INC

BARTOW

FL

WARNER ROBINS CHRYSLER JEEP DODGE

WARNER ROBINS

GA

EVERETT CHRYSLER DODGE JEEP RAM

SPRINGDALE

AR

JOHNSONS OF KINGFISHER

KINGFISHER

OK

LANDERS ALFA ROMEO FIAT

SHREVEPORT

LA

LANDERS DODGE CHRYSLER JEEP RAM

BOSSIER CITY

LA

MAC HAIK DODGE CHRYSLER JEEP

TEMPLE

TX

MAC HAIK DODGE CHRYSLER JEEP

GEORGETOWN

TX

MCLARTY DANIEL CHRYSLER DODGE JEEP RAM

BENTONVILLE

AR

NYLE MAXWELL CHRYSLER DODGE JEEP OF TAYLOR

TAYLOR

TX

OVIEDO CHRYSLER JEEP DODGE

LA GRANGE

TX

RON CARTER CHRYSLER JEEP DODGE OF LEAGUE CITY

LEAGUE CITY

TX

LARRY H. MILLER CHRYSLER JEEP TUCSON

TUCSON

AZ

DENNIS DILLON DODGE CHRYSLER JEEP

CALDWELL

ID

DOUG SMITH CHRYSLER JEEP DODGE

AMERICAN FORK

UT

ENUMCLAW CHRYSLER JEEP DODGE RAM

ENUMCLAW

WA

LARRY H. MILLER CHRYSLER JEEP AVONDALE

AVONDALE

AZ

LARRY H. MILLER DODGE RAM AVONDALE

AVONDALE

AZ

LITHIA CHRYSLER JEEP OF RENO

RENO

NV

MARK'S CASA CHRYSLER JEEP

ALBUQUERQUE

NM

MELLOY DODGE

ALBUQUERQUE

NM

TOWBIN FIAT ALFA ROMEO

LAS VEGAS

NV

About FCA US LLC
FCA US LLC is a North American automaker with a new name and a long history. Headquartered in Auburn Hills, Michigan, FCA US is a member of the Fiat Chrysler Automobiles N.V. (FCA) family of companies. FCA US designs, engineers, manufactures and sells vehicles under the Chrysler, Jeep, Dodge, Ram and FIAT brands, as well as the SRT performance vehicle designation. The company also distributes the Alfa Romeo 4C model and Mopar products. FCA US is building upon the historic foundations of Chrysler, the innovative American automaker first established by Walter P. Chrysler in 1925; and Fiat, founded in Italy in 1899 by pioneering entrepreneurs, including Giovanni Agnelli.

FCA, the seventh-largest automaker in the world based on total annual vehicle sales, is an international automotive group. FCA is listed on the New York Stock Exchange under the symbol "FCAU" and on the Mercato Telematico Azionario under the symbol "FCA."

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To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/fca-us-announces-first-dealerships-to-earn-customer-first-award-for-excellence-300301984.html

SOURCE FCA US LLC

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