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[Rambit]

This is all part of the We're Listening campagne that began in January meant to improve customer satisfaction.

Jim Press has always stated "customer first". Who here has received one of these and if so what were your comments?

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Customers Get a 'Thank You', Chance to Give Feedback

March 6, 2008, 01:02 PM

Just four months into his new position, the company’s head of corporate quality and customer satisfaction has begun sending ‘thank you’ notes, along with a chance to provide feedback about their vehicle and the sales experience, to every buyer of a new Chrysler, Jeep® or Dodge product.

Doug Betts, Vice President and Chief Customer Officer, began sending out the notes as part of an overall strategy to increase customer satisfaction with the total sales experience. The program also seeks to fulfill one of the company’s key strategies and one of its Five Fundamentals of focus labeled “Customer First.”


Doug Betts, Vice President and Chief Customer Officer,
holds up one of the ‘thank you’ letters he’s sending to
all customers who recently purchased a new vehicle.

“Our objective was to reach out to our customers in a more personal way, letting them know that we appreciate their business and that we want to hear from them regarding our products and services,” Betts said. “We also made customers aware of our owner services Web sites, to let them know where they can access product-specific information to support their ownership of a Chrysler, Jeep or Dodge product.”

The company began mailing out 300,000 letters earlier this month, and a couple of dozen customers responded quickly with their concerns and compliments. Each letter that comes in is logged at the company’s CustomerAssistanceCenter in Auburn Hills, and follow-up phone calls are made when necessary to address customer concerns.

“We felt a need to start a conversation with our customers with a simple ‘thank you’ note,” Theodora Casasanta, Director—Corporate Quality, said. “The letters are helping to jump start that two-way conversation between Chrysler and the customer. It helps reinforce the idea that we care about their experience with our vehicles and the sales process, and we’ll do what we can to improve it.”

The returned letters highlight everything from glowing experiences with their new vehicle and sales representatives to concerns about features and the operation of the vehicle, according to Bill Chambers, Corporate Quality Launch Support Manager. Chambers noted that the CustomerAssistanceCenter, which handles all calls from customers, is best equipped to handle responses to the “thank you” letters sent out by Betts.

The letters are addressed to each customer by name and notes which vehicle model and brand they bought. Besides thanking the customer for their purchase, Betts notes where the customer can write or phone in concerns they have with the vehicle or sales transaction.

“We feel good that our customers’ voices are being heard at the highest echelons of the company,” Betts stated. “Our goal is to maximize satisfaction and foster long-term relationships with our customers. This is just the first of many ideas that will be implemented to improve the customer experience.”
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Bernie