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FCA repair rates fell

by David Zatz on

One of FCA’s goals for 2020 is to achieve top-quartile positions for its cars and trucks in each region, according to the company’s annual sustainability report. The only two 2014 results reported for this goal are rates of repair in the first 90 days of ownership, which declined by 13% across the world, on average. This includes all mass-market brands (Fiat, Dodge, Ram, and such).

Dealers service repairs bay

Complaints are handled more quickly, as well. Globally, FCA reported that at least 80% of calls were picked up within 20 seconds, while complaints settled within five days went from 51% to 77%.

The “Net Promoter Score” — a measure of whether buyers would promote their purchases to others — rose “by as much as 14%” where it was measured.

The report did not specifically mention what the comparisons were against, but it is likely to be versus 2010. Longer-term repair records were not reported.

FCA also noted that a new global Customer Care platform is to be adopted; so far, it has been launched in Latin America, and planned for China and Japan for 2015. A business case has been completed, with requirements set up, for North America and Europe, while a study has been started for Australia.

David Zatz founded Allpar in 1998 (based on a site he had begun in 1993-94), after years of writing reviews for retail trades. He has been quoted by the New York Times, the Daily Telegraph, the Detroit News, and USA Today. Before making Allpar a full-time career, he was a consultant in organizational psychology. You can reach him by using our contact form (much preferred) or by calling (313) 766-2304

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