customer1staward
 

Your Experience Matters to Us

Dick Hannah CDJR has been awarded the Customer First Award for Excellence Certified by J.D. Power Program Vision / Mission.

What is the Customer 1st Award for Excellence?

The Stellantis Customer First Award for Excellence Certified by J.D. Power (“CFAFE”) was created to support our CX Vision and Mission to improve the customer experience at Stellantis brand dealerships.

We Strive for Excellence

The Customer First Award for Excellence is designed to recognize those dealers who exceed the customers’ expectations throughout their dealership by demonstrating successes in the five pillars listed below. J.D. Power 5 Pillar of Excellence

Performance Measures

Performance is measured by customer survey scores that are at or above the national dealer standard. This category covers the competency and overall customer experience with sales, leasing, and service staff. We believe positive customer experience is the key to earning long-term improvements in customer loyalty, retention and revenue for the dealership.

Process Validation

Good process delivers excellent customer experience. This category covers dealership fundamentals and is achieved by receiving no less than a score of 85% on a sales, service, and concern resolution process validation as set forth in the 2021 J.D. Power Process standards.

Facility Certification

You deserve a clean ,comfortable, and professional place to shop. A dealer must achieve a combined minimum score of 85% on a sales, service, and exterior facility review as set forth in the 2021 J.D . Power Facility standards.

Employee Surveys

Employee feedback is crucial and also helps create excellent customer experiences. Annual employee surveys are required to achieve this metric.

Training Certification

This category guarantees that all dealerships and dealership employees are properly certified and have achieved QTD Stellantis Performance Institute Training and employee criteria.

At Dick Hannah, family, integrity, respect, and purpose matter.