The 2021 J.D. Power U.S. Sales Satisfaction Index Study gives cause for celebration at Stellantis, but lays the groundwork for continued improvement.
While industry performance remained flat, customers who visited our showrooms shared feedback that was measured in double-digit gains. Compared with 2020’s results, no brand enjoyed a bigger jump than Jeep®, with its 24-point improvement.
Dodge was tied for the study’s second largest climb, as customers expressed satisfaction worth 17 points more than last year. And, Ram’s score rose 14 points. These results come hard on the heels of continuing quality and appreciation achievements by both brands.
Meanwhile, Alfa Romeo topped the luxury-segment average with a score of 808 on J.D. Power’s 1,000-point scale. This represents an 11-point increase from 2020, and reflects an upward trajectory that tracks the iconic brand’s 14% sales hike through the first three quarters of this year.
Such numbers exemplify a new energy that is the hallmark of Stellantis. To have three of the four most improved brands – Jeep, Dodge and Ram – in addition to Alfa Romeo, whose advancement is unsurpassed among luxury marques, is testament to our intense focus on enhancing the dealership experience.
However, we are keenly aware that our work is not complete; our sights remain firmly set on achieving industry leadership.
We have made strides to improve on our delivery performance and sales follow-up. Customers are also noticing and appreciating the benefits of a Stellantis initiative to equip showroom personnel with tablets to provide real-time, in-depth responses to their inquiries.
Just this week, we announced the establishment of Dodge Power Brokers, a network of elite dealerships specializing in the needs of customers with a passion for high-performance vehicles.
This is an unprecedented chapter in the industry’s history. We have chosen to meet it, head on, with a culture shift that helps customers on a scale that is equally unprecedented.