So, it looks like the company has been taking surveys in 2022 to get customer feedback.
Let's see what they do with the data.
Let's see what they do with the data.
Customer Experience: Every Customer Counts, Every Journey Matters
From the media release:
How are we getting there?
We are reshaping the entire customer experience by giving special attention to the complete customer journey and inspiring actions throughout our value chain with a focus on four key areas:
1. reaching an unprecedented level of customer satisfaction with our electrified products and services
2. using Big Data to reduce time to fix by 50%
3. improving each customer touchpoint with a new holistic view of the customer journey
4. always keeping the customer at the center of everything we do
We have dedicated Customer Care organizations in all regions to manage customer engagement activities worldwide.
Full media release here:
Customer Experience | Stellantis
How are we getting there?
We are reshaping the entire customer experience by giving special attention to the complete customer journey and inspiring actions throughout our value chain with a focus on four key areas:
1. reaching an unprecedented level of customer satisfaction with our electrified products and services
2. using Big Data to reduce time to fix by 50%
3. improving each customer touchpoint with a new holistic view of the customer journey
4. always keeping the customer at the center of everything we do
We have dedicated Customer Care organizations in all regions to manage customer engagement activities worldwide.
Full media release here:
Customer Experience | Stellantis
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I'd love to see a breakdown of feedback from each brand
Looks like buzzword salad to me. I work with Big Data(TM) and I don't see how that's going to reduce fix time unless they have no clue about supply chain yet.
Electrified. Customer touchpoint. Holistic. Customer journey. And of course Big Data (with caps of course). Will that be Italian or French dressing with your salad?
Electrified. Customer touchpoint. Holistic. Customer journey. And of course Big Data (with caps of course). Will that be Italian or French dressing with your salad?
Dealer scores are kept & monitored. The things that the dealer can control need to be controlled.
Backorders are out of the dealers hands & taking parts off Peter to fix Paul is frowned upon.
Fix 'time' isn't a big concern of mine compared to fix 'accuracy'. I won't rush a technician, having to work flat-rate causes enough angst.
I understand having to order a part in order to fix a problem, but it better be the right diagnosis to start with. (FFV= Fixed First Visit).
Esoteric automobiles require exemplary service at all levels.
Backorders are out of the dealers hands & taking parts off Peter to fix Paul is frowned upon.
Fix 'time' isn't a big concern of mine compared to fix 'accuracy'. I won't rush a technician, having to work flat-rate causes enough angst.
I understand having to order a part in order to fix a problem, but it better be the right diagnosis to start with. (FFV= Fixed First Visit).
Esoteric automobiles require exemplary service at all levels.
Yeah, but when you think about it "fix time" is a bigger boost to dealer bottom line. They can move more service vehicles through, and collect more money for fixing more vehicles if they fix them in less time. As it happens, consumers get their cars back quicker...but it's probably a sop to the dealers.Dealer scores are kept & monitored. The things that the dealer can control need to be controlled.
Backorders are out of the dealers hands & taking parts off Peter to fix Paul is frowned upon.
Fix 'time' isn't a big concern of mine compared to fix 'accuracy'. I won't rush a technician, having to work flat-rate causes enough angst.
I understand having to order a part in order to fix a problem, but it better be the right diagnosis to start with. (FFV= Fixed First Visit).
Esoteric automobiles require exemplary service at all levels.
The biggest problem is that dealers and customers are finding that there are parts to keep building new cars, but long waits for repair parts.
That's why time to fix is poor. And it can't be blamed entirely on pandemic related supply chain disruptions.
That's why time to fix is poor. And it can't be blamed entirely on pandemic related supply chain disruptions.
Yeah, that's not Big Data. That's Really Small Common Sense If You're Not A Greedy Idiot.The biggest problem is that dealers and customers are finding that there are parts to keep building new cars, but long waits for repair parts.
Well, actually it does involve properly tracking data. Analysis is important.Yeah, that's not Big Data. That's Really Small Common Sense If You're Not A Greedy Idiot.
Interestingly the parts sometimes magically appear if you can catch the attention of a Jeep Cares (or other brand) forum account poster.
My point was that it isn't some specialty Big Data Analysis thing. it's basic inventory tracking and allocation. IMSAI went through the same thing in the 1970s and stripped their support channel to build more computers. Didn't end well for them either. Another interesting parallel, the repair parts would somehow matierialize when someone contacted IMSAI Cares (ok, Todd Fischer and Nancy Freitas but you get the parallel right?).Well, actually it does involve properly tracking data. Analysis is important.
Interestingly the parts sometimes magically appear if you can catch the attention of a Jeep Cares (or other brand) forum account poster.
I had to check the date.From the media release:
How are we getting there?
We are reshaping the entire customer experience by giving special attention to the complete customer journey and inspiring actions throughout our value chain with a focus on four key areas:
1. reaching an unprecedented level of customer satisfaction with our electrified products and services
2. using Big Data to reduce time to fix by 50%
3. improving each customer touchpoint with a new holistic view of the customer journey
4. always keeping the customer at the center of everything we do
We have dedicated Customer Care organizations in all regions to manage customer engagement activities worldwide.
Full media release here:
Customer Experience | Stellantis
For a second I thought it was April 1st...
Yup. CDJR has truly become “Fix It Again, Tony.”The biggest problem is that dealers and customers are finding that there are parts to keep building new cars, but long waits for repair parts.
That's why time to fix is poor. And it can't be blamed entirely on pandemic related supply chain disruptions.
Sergio’s job is now complete.
I'd love to believe this new pronouncement but it's far too short on specifics for me. I've seen way too many of these followed by a mass of nothing. (Not only from Chrysler-related companies.)
Agreed.I'd love to believe this new pronouncement but it's far too short on specifics for me. I've seen way too many of these followed by a mass of nothing. (Not only from Chrysler-related companies.)
While I haven’t had this problem with a Stellantis product yet (don’t have one!) I have noticed this with other brands I own. Entirely frustrating, especially if the long-awaited part doesn’t actually solve the problem.The biggest problem is that dealers and customers are finding that there are parts to keep building new cars, but long waits for repair parts.
That's why time to fix is poor. And it can't be blamed entirely on pandemic related supply chain disruptions.
NOT one word about customer retention, communication, or even how to improve the customer experience, nowhere to go/contact if you have service/dealer issues. It looks like they hope to digitize every aspect, including how they deal with customers! We've all seen how that works in other areas of our lives. Anyone here ever try to contact a Gov't. agency, Utility, Bank, etc.. without being a digital acrobat? I can just Imagine how this will work! Why not just hire a couple of competent people to handle the front end of your business, you know, personal touch, physically know your customers, do follow up calls after service, all the things that humans can do and computers can't, and it helps the economy by increasing employment! Win,Win, IMO.
From the media release:
How are we getting there?
We are reshaping the entire customer experience by giving special attention to the complete customer journey and inspiring actions throughout our value chain with a focus on four key areas:
1. reaching an unprecedented level of customer satisfaction with our electrified products and services
2. using Big Data to reduce time to fix by 50%
3. improving each customer touchpoint with a new holistic view of the customer journey
4. always keeping the customer at the center of everything we do
We have dedicated Customer Care organizations in all regions to manage customer engagement activities worldwide.
Full media release here:
Customer Experience | Stellantis
Without a doubt - for decades I have had the best service and sales experiences at a small local Dodge dealership where I dealt for years (now closed), and now at a larger CDJR dealership that I take our family vehicles (Grand Caravan, Jeep Wrangler and Ram 1500).
If I had to suggest one thing the current CDJR dealership could do to improve, I’m not sure I would have a suggestion.
For years I have also had very good service from two different Chevrolet dealerships (one went out of business during the financial crisis). Occasionally, the service is hit-or-miss, but overall it is good.
I purchased a new Ford Expedition in 2015, my first Ford. The sales process was fine. However, without a doubt - the Ford service experience (warranty and customer-pay) is poor, and miserable at times. This impression is from three separate Ford dealers. The poor service and lack of repair parts from Ford has convinced me to never buy another Ford.
This latest announcement from Stellantis sounds as though it was written by a committee, trying to hit all the trendy words. I did get a chuckle from item #3 on the list.
Actually (if you see @npaladin2000's reply below yours) you are both right. Big Data has become a meaningless marketing buzzword but it has (had) a very particular meaning with the IT environment.Well, actually it does involve properly tracking data. Analysis is important.
Interestingly the parts sometimes magically appear if you can catch the attention of a Jeep Cares (or other brand) forum account poster.
Standard data warehousing should be more than adequate for inventory tracking and analysis. And it certainly is for a majority of customer experience tracking and aggregation. If they are actually requiring the techniques needed to handle big data, then the real problem is that they have an absolute mess on their hands and need to sort out that infrastructure first.
I’m sorry to say this, but if Stellantis just discovered “big data,” then they are 20 years behind Toyota, and in worse shape than we thought.
Also, they would be, um, a quarter of a century behind Chrysler Corporation. But why not?I’m sorry to say this, but if Stellantis just discovered “big data,” they they are 20 years behind Toyota, and in worse shape than we thought.
Dealer Quality at Chrysler - Quality Digest (1999)
The Chrysler Five Star dealership quality program - Allpar Forums
The Allpar story, if I recall correctly, and I may not, explains why Five star didn't work, but keep in mind that that point Chrysler was, among other things, doing routine analyses of warranty data and finding even single instances of failure. That was the way to a Toyota reputation. It still is. You find what breaks and you fix it right away instead of letting it linger like a Jeep steering issue.
I thought they discontinued the Journey, now they say it matters.
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