- Consultants Viséo Conseil have been analysing hundreds of companies in France and electing the "Best Customer Service" since 2007.
- Fiat Customer Care, provided by Mopar®, the Fiat Group Automobiles and Chrysler Group brand for services, customer care, genuine spare parts and accessories, has won the prestigious award this year in the "Automotive" category.
Fiat has been elected "Best Customer Service" of the year in the "Automotive" category by consultants Viséo Conseil. Organised for the first time in 2007, the survey investigates the quality of service and assistance supplied to customers by companies operating in France. There are 26 categories covering all consumer goods from cars and mobile phones to credit agencies and distance selling.
From May to July 2012, the Customer Care organisations analysed by Viséo Conseil were subjected to 215 secret tests by consumers by means of telephone calls, emails, searches for information on websites to reproduce real conditions as accurately as possible. The results were then evaluated according to specific criteria: 16 for telephone calls (waiting time, quality of replies, politeness of the operator etc.), 14 for emails (time and quality of answers, personalisation etc.) and 13 for websites, such as ease of retrieving the target information, quality of the retrieved information, ease of navigation, readability or functionality.
The "Best Customer Service of the Year" distinction assigned to Fiat Customer Care awards above all the major optimisation work on the customer care and distributor network platforms carried out by Mopar®, the Fiat Group Automobiles and Chrysler Group brand for services, customer care, genuine spare parts and accessories. More specifically, the emphasis was placed on conduct training to enable polite operators to answer the customers' questions independently and as exhaustively as possible. Furthermore, special focus was dedicated to the information flow structure across channels and coordination of all teams.
Mopar® Customer Care has five contact centres in Italy, Serbia, Turkey, South Africa and Russia. Crucial for the French award was the Customer Service Centre in Arese, the main contact centre in the EMEA (Europe, Middle East and Africa) region. The centre provides assistance to customers in 16 countries guaranteeing performance levels and customer satisfaction indexes which are among the best in the automotive sector. The centre has 400 employees who speak 13 languages. Nearly 28,000 hours of training are organised every year. What's more, traditional customer services have adapted to the increasing popularity of new digital technologies in recent years. The latest Fiat Group Automobiles Customer Care apps are part of this scenario: "Ciao Fiat Mobile", "Lancia Everywhere Mobile", "Alfa Romeo InfoMobile", "I am Jeep Mobile", "Abarth24h Mobile", "Fiat Professional Mobile" and "Fiat Ducato Camper Mobile". Available free of charge for iPhone and Android, the apps provide quick and easy information and assistance and have been downloaded by over 170,000 users across Europe.