Landers Dodge Chrysler Jeep RamLanders Dodge Chrysler Jeep Ram
Landers Dodge Chrysler Jeep Ram has been recognized as an FCA Customer First Award for Excellence 2017 Award winner, our second year. 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.
By achieving this elite status, these FCA US LLC dealerships will be recognized by consumers as leaders in customer sales and service experience. Out of the 2600+ dealerships in the U.S., only 387 were recognized with this award. Landers Dodge Chrysler Jeep Ram is only one of two DCJR dealerships in the State of Louisiana to receive this award. The only one in North Louisiana.
“We are extremely impressed with the accomplishments these 387 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.”
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 customersales 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
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.”
“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.”
Since program rollout, national Sales Advocacy scores, Fixed First Visit scores and Service Advocacy scores have all risen to the highest level in the past 10 years. All of the tools and goals within the program are designed to focus on building a relationship with the customers.