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Fiat Chrysler is addressing poor customer satisfaction in Australia with improved customer call centres, larger parts inventory and better dealer service.
Mopar boss Pietro Gorlier, acknowledging issues that had customers lampooning the brand online, says the company has spent the past 18 months overhauling its standards.
"When I look at the service levels in Australia," he says, "it was not our best (among global markets). "We have rethought the way we do things in Australia. We have completely changed the way we stock parts ... in Australia if you don’t have the parts there, it is going to take two or three days even if you airfreight from the US.
"I never point out the dealers as the problem. They may have sometimes weaknesses but it is our role to make the dealers happy and strong and giving them all the support they need.
"I think the combination of all these actions will definitely drive a better customer experience."
Gorlier says a review of production lines aimed to speed the process of identifying and fixing assembly faults. This would lead to fewer vehicle problems and minimising subsequent recalls.
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