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The Stellar Performers program is the dealer certification
component of The Subaru Difference initiative. What do we mean by certification?
It means that a Subaru dealer (each of whom is an independent businessperson operating
under a Subaru franchise agreement) has voluntarily undergone a process that isolates
all customer and owner touch points within the dealership, has developed
a set of action plans for meeting customer standards, has been monitored and guided
toward improvement and has been recognized for the achievement of measurable positive
results in the eyes of the dealers customers.
Certification begins with a rigorous review of dealership operating procedures by an impartial third-party organization. The purpose of this examination is to identify strengths and weaknesses in every area of the dealership that interfaces with Subaru customers and owners.
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
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.
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 doesnt end certified dealers are re-evaluated regularly to maintain their certification. Its all part of their commitment to providing Subaru owners with superior service at every level.
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.