2019 J.D. POWER DEALER SATISFACTION SURVEY

The 2019 J.D. Power Dealer Satisfaction Survey results validate Chrysler Capital’s commitment to improvement.

Chrysler Capital has shown year-over-year improvement in every category. More importantly, our dedication to continuously upgrading our program, processes and service levels has enhanced our dealer experience and offerings. We understand that our FCA US LLC dealers are at the core of our business. Therefore, every advance to move the needle and grow our program is only made possible by providing our dealer partners with sustainable, market-competitive programs.

We aren’t taking our foot off of the gas. This is only the beginning. More changes. More improvement. More opportunity.

Below is an overview of the survey results, validating the year-over-year improvements.

PRIME RETAIL CREDIT

Chrysler Capital had the second-highest overall point increase in this category.

  • Chrysler Capital’s Retail Credit score increased year-over-year by 38 points and showed the following subcategory improvements:
    • Finance Provider Relationship score improved by 22 points YOY
    • Credit Staff Relationship score improved by 30 points YOY
    • Provider Offerings score improved by 32 points YOY
    • Application/Approval Process score improved by 84 points YOY
    • Vehicle Return Process score improved by 26 points YOY
  • Chrysler Capital closed the gap on the following captive (mass-market) averages:
    • Chrysler Capital’s Sales Representative Relationship score continues to exceed the captive (mass-market) average
    • Chrysler Capital’s dealer support with a primary buyer and/or team score continues to exceed the captive (mass-market) average
    • Chrysler Capital’s provider offerings in regard to dealer reward programs exceed the captive (mass-market) average

FLOORPLAN

  • Chrysler Capital’s Floorplan score increased year-over-year by 9 points and showed improvement in the following subcategories:
    • Portfolio Management score improved by 14 points YOY
    • Support Staff Relationship score improved by 12 points YOY
    • Provider Credit Line score improved by 9 points YOY
    • All Relationship Satisfaction score improved by 5 points YOY

Overall, Chrysler Capital improved 38 points in the 2019 J.D. Power Dealer Satisfaction Survey and moved up two spots in our ranking among all captives. Our most significant improvements have been within credit and funding and this continues to be a primary focus.

We are proud to be offering enhanced programs and heightened dealer service year-over-year and we are excited for the road ahead. Please tune in to upcoming editions of this newsletter, where we will be sharing more details on specific changes and improvements important to your business.