July 21, 2016 , Auburn Hills, Mich. - 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 based in Auburn Hills, Michigan. It designs, manufactures, and sells or distributes vehicles under the Chrysler, Dodge, Jeep®, Ram, FIAT and Alfa Romeo brands, as well as the SRT performance designation. The Company also distributes Mopar and Alfa Romeo parts and accessories. FCA US is building upon the historic foundations of Chrysler Corp., established in 1925 by industry visionary Walter P. Chrysler and Fabbrica Italiana Automobili Torino (F.I.A.T.), founded in Italy in 1899 by pioneering entrepreneurs, including Giovanni Agnelli. FCA US is a member of the Fiat Chrysler Automobiles N.V. (FCA) family of companies. (NYSE: FCAU/ MTA: FCA).

FCA is an international automotive group 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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