This dealer review
utilizes Subaru performance standards to judge every aspect and department of the
dealership, from the Service, Sales and Parts Departments to the appearance and
convenience of the dealership buildings and grounds. There are 46 individual standards
in the categories, and each has a detailed checklist of attributes that must be
met … more than 200 in all. After this audit is completed, the operating groups
within the dealership meet to develop specific action plans needed to bring their
dealership to the highest level of compliance.
Customer standards are universal, but action plans must be specific to individual
dealerships, depending on their size and location, market type, customer and owner
needs, and other variables. Dealers have many tools to determine and fine-tune their
way of doing business to provide the best possible customer service. There is a
Stellar Performers Web site for each dealer involved in the process. There is ongoing
personal consultation and continuing third-party assessment. And, most importantly,
there is the measurable customer feedback owners provide through Purchase Experience
Surveys and Service Experience Surveys gathered through the Subaru Owner Loyalty
Program.
Takao
Saito (R), Subaru of America, Inc. President and CEO, congratulates a Stellar Performer
Certified Subaru Dealer.
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By combining owner expectations with the Stellar Performer guidelines, Subaru dealers
are able to identify and address customer and owner needs for their specific marketplace.
No detail is overlooked if it’s important to customer satisfaction.
When individual action plans are successfully implemented and customer standards
are met, a dealership is recognized as a Stellar Performer Certified Subaru Dealer.
And once that certification is achieved, the Stellar Performer process doesn’t
end – certified dealers are re-evaluated regularly to maintain their certification.
It’s all part of their commitment to providing Subaru owners with superior
service at every level.
Stellar
Performer Certified Subaru Dealers are presented
with an engraved crystal award.
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“Stellar Performer certification demonstrates the commitment our dealers make
to serve the Subaru customers in their community,” says Keith Tilton, Vice
President of Customer Loyalty for Subaru of America, Inc. “The Stellar Performer
certification program lets us work with our dealer network on an ongoing basis in
an effort to improve all areas of customer care for Subaru owners. Completing and
maintaining the program’s requirements is demanding work for a dealership staff,
but it’s all in an effort to provide our customers with the best possible service.”
While the entire Subaru dealer network strives to provide top-notch customer service,
the Stellar Performer program recognizes Subaru dealers nationwide who choose to
make the investment in their business and institute the highest possible operational
standards at every level. Working with their customers, these dealers take an in-depth
look at the way they do business, and what they can do to better serve their customers
and improve their long-term relationship.
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