Fiat have climbed 9 places to claim 13th position in the latest J.D. Power Customer Service Index for 2018, following on from recent enhancements to the Mopar Aftersales programme.
The J.D. Power 2018 UK Customer Service Index (CSI) Study measures customer satisfaction with the franchised retailer service during the first 3 years of ownership. This year’s survey is based on new cars purchased between February 2015 and April 2017.
Mopar undertook a full review of aftersales processes following last year’s survey and implemented a number of improvements to the working practices of the retail network.
Aftersales training was adapted to focus on customer satisfaction, with a clear training path established for all service advisors. New technicians are further assessed after their training has been completed to ensure quality is maintained and any areas for improvement can be identified.
Parts availability within the retail network was reviewed, so retailers now hold more genuine Mopar parts in order to assist customers more efficiently, keeping their cars on the road.
Sebastiano Fedrigo, MOPAR Service, Parts and Customer Care Director at FCA said: “We have made a considerable investment in training, genuine parts distribution and new aftersales programmes which has helped Fiat to improve customer satisfaction. We are supporting our network with more efficient parts delivery service to increase availability of Mopar genuine parts, which will not only reduce off-the-road time but also increase the longevity and value of our customer’s cars.”
Sebastiano continues; “It’s a great result for Fiat and we plan to continue this upward trend in the years to come. This increase in customer satisfaction is testament to the ongoing improvements made by our dealer network.”
Mopar is the brand name for Fiat Chrysler Automobiles (FCA) service, parts and customer care division. Launched in August 1937 its name is derived from the words “MOtor PARts”. It was first introduced as the name of a line of antifreeze products, and since then has grown to encompass total service, parts and customer care for FCA vehicle owners around the globe.