Chrysler 2014 Annual Report Download - page 124

122 2014 | ANNUAL REPORT
Sustainability Disclosure
Interaction with Customers
The Group has established a network of specialist Customer Contact Centers (CCC) whose role is to ensure a
consistent, high standard of quality in the interaction with existing and potential customers. A total of 27 Centers with
around 1,100 customer care professionals manage more than 11 million contacts a year, with services ranging from
information, to complaint management and coordination of roadside assistance in some area. The Customer Contact
Centers, together with the dealer network, represent the primary channel of communication with customers.
The CCCs regularly monitor customer satisfaction levels to identify potential areas for improvement in service levels or
introduction of customized, on-demand channels of communication. Major emphasis is given to training for personnel
who communicate directly with customers given the importance of transparency and professionalism in the customer
relationship.
Managing Vehicle Safety
At FCA, we take transportation safety personally. Customers trust the quality and safety of our products, and we
constantly do our utmost to warrant this confidence.
In 2014 we made an important organizational move to amplify our commitment to safety, as FCA US established the
new office of Vehicle Safety and Regulatory Compliance. The reorganization created a stand-alone organization led
by a senior vice president who reports directly to the CEO of FCA US, ensuring a high level of information flow and
accountability. This new structure establishes a focal point for working with consumers, regulatory agencies and other
partners to enhance safety in real-world conditions.
In addition, the safety organizations in FCA’s four regions - EMEA, NAFTA, LATAM and APAC - constantly share
information and best practices in order to harmonize design guidelines and processes. Safety design guidelines are
implemented from the concept phase of every new model through the release of detailed design specifications to all
the providers of sub-systems for the vehicle.
Our overall approach recognizes that safer highways, improved traffic management and driver education all have a
role to play in enhancing safety on the road. That is why we strive to connect our safety efforts to a collective goal we
share with our employees, drivers, dealers, suppliers, law enforcement, regulators and researchers.
In 2014, a number of FCA vehicles have earned top ratings based on performing to the highest levels during
assessments by independent agencies. These ratings help validate our continuing efforts to deliver the latest
advancements in both passive and active safety technologies.
In Europe, Jeep Renegade was awarded the prestigious Euro NCAP Five-Star rating, with an overall score of 80/100,
achieving a rating of 87% for adult occupant protection, 85% for child occupant protection, 65% for pedestrian
protection and 74% for driving assistance safety systems. Given that Euro NCAP has adopted even stricter thresholds
for the Five-Star rating in relation to adult occupant, child occupant and pedestrian protection, this rating is even more
significant.
In APAC, the Fiat Ottimo was awarded Five Stars in the C-NCAP conducted in China and the highest possible overall
vehicle safety score (Five Stars) was also achieved by Maserati Ghibli in the Australasian New Car Assessment
Program (ANCAP).
To date in the U.S., the 2015 Chrysler 200 FWD, Dodge Challenger, Dodge Dart and Jeep Grand Cherokee 4WD
have earned Five-Star overall safety ratings in the U.S. NCAP conducted by the National Highway Traffic Safety
Administration (NHTSA). The Insurance Institute for Highway Safety (IIHS) gave the Chrysler 200 a Top Safety Pick+
status. Collision-warning systems are a prerequisite to achieve IIHS Top Safety Pick+ status. The IIHS also gave the
Dodge Dart a Top Safety Pick rating.
The most noticeable improvements in future safety will occur through the continued integration of active safety
systems such as pre-crash warnings, advanced emergency braking, lane departure warnings and lane-keeping assist
technologies.