Summer 2003 Forward to a Friend








is a company-wide, customer-focused corporate philosophy that puts the Subaru customer first in all decisions and actions. This perspective affects all of the company?s programs, including vehicle design and engineering, product quality, the improvement of the dealership environment, employee training, customer service and overall vehicle sales and service.

























Keith Tilton, Vice President
of Customer Relationships
and Loyalty
  of “The Subaru Difference” is the continual improvement of our dealerships’ operations, employee training and the service you receive at your dealership. “It’s important that we support our dealers in these efforts, and we currently have many programs and services to assist our dealers. One of these programs, started in 1985, is our purchase and service survey initiative. In fact, many of you have already returned surveys as part of this program, for which we are most appreciative,” says George Dubinsky, Owner Information Manager for Subaru of America.


We send different surveys to monitor and evaluate specific aspects of the customer ownership experience. New owners receive a purchase experience survey to gauge their buying experience, and we send a service survey to a sampling of customers to evaluate their service experience. The results of these surveys are reported back to the dealers and reviewed by district management teams to determine where we can improve our processes and enhance our customer service.

Subaru dealers who consistently meet or exceed your expectations based on your survey responses are recognized through our Owner Satisfaction and Loyalty Recognition Program. “We realize the importance and value of establishing and nurturing lifetime customer relationships and loyalty. It is my extreme pleasure to recognize these dealers for reaching and maintaining the highest levels of owner loyalty,” says Keith Tilton, Vice President of Customer Relationships and Loyalty for Subaru of America.

Tilton also says, “To build and foster lasting owner loyalty represents a significant commitment for a dealership. The customers of these dealers can be assured they will always be treated with the highest regard and provided the best possible support for their Subaru. We must remember, it is not all about price; it’s about professionalism and a dealership’s commitment to provide customers added value with every vehicle purchased and serviced.”

The dealerships on the previous page have been recognized for their outstanding owner service under the Owner Satisfaction and Loyalty Recognition Program for 2002.


Alaska
Fairbanks, Auto Service Company

Arkansas
Little Rock, Riverside Subaru

California
Fresno, Herwaldt Subaru
Napa, Jenson Motor Center
Redwood City, Carlsen Subaru
Santa Cruz, Subaru of Santa Cruz
Thousand Oaks, Subaru of Thousand Oaks

Colorado
Boulder, Flatirons Subaru
Centennial, John Elway Subaru
Colorado Springs, Heuberger Subaru
Englewood, Burt Subaru
Fort Collins, Dellenbach Subaru
Golden, John Elway Subaru West
Longmont, Valley Subaru
Montrose, Flower Subaru
Pueblo, John Marzolf Subaru

Connecticut
Branford, Premier Subaru
Danbury, Colonial Subaru
Lyme, Reynolds Garage and Marine
New London, Secor Subaru
Torrington, Center Subaru
Vernon, Suburban Subaru
Wallingford, Quality Subaru
Watertown, Chase Parkway Subaru

Delaware
Newark, Matt Slap Subaru

Florida
Jacksonville, Subaru of Jacksonville
Tampa, Mastro Subaru

Idaho
Moscow, Ambassador Auto Services
Post Falls, Select Subaru

Illinois
Libertyville, Liberty Subaru

Iowa
Cedar Rapids, Jim Miller Subaru

Maine
Trenton, Stanley Subaru

Maryland
Annapolis, Annapolis Subaru
Bel Air, Bel Air Subaru
Hagerstown, Sharrett Subaru

Massachusetts
Chicopee, Curry Subaru
Norwell, Planet Subaru
Norwood, Norwood Subaru
Wakefield, Subaru of Wakefield
Webster, Tri-State Subaru

Michigan
Bay Shore, Subaru By-The-Bay
Ferndale, Hodges Subaru
Kentwood, Go Subaru
Lansing, Williams Subaru

Minnesota
Moorhead, Muscatell Subaru
St. Cloud, St. Cloud Subaru
Vadnais Heights, White Bear Motors

Missouri
St. Louis, Lou Fusz Subaru
Springfield, Reliable Subaru

Nebraska
Lincoln, Duteau Subaru

New Hampshire
Concord, Ed Reilly Subaru
Conway, Profile Subaru
Milford, Subaru of Milford
Somersworth, Tri City Subaru

New Jersey
Englewood, Town Motor Car
Flemington, Flemington Subaru
Hamilton Square, Nitti’s Subaru
Lumberton, Miller Subaru
Oradell, Liberty Subaru

New Mexico
Albuquerque, Garcia Subaru
Santa Fe, Premier Subaru of Santa Fe

New York
Brewster, Smith Cairns Subaru
Glen Cove, North Coast Subaru
Glenville, Capitaland Motors
Hicksville, Grand Prix Subaru
Huntington, Metric Auto Sales
Jamestown, Ed Shults Subaru
Orangeburg, Bill Kolb, Jr. Subaru
Orchard Park, West-Herr Subaru
Queensbury, North Country Imports
Ravena, Marshalls Auto Exchange
Rhinebeck, Ruge’s Subaru
Syracuse, Bill Rapp Subaru
Vestal, Matthews Subaru
Victor, Van Bortel Motorcar

North Carolina
Boone, John Cook Subaru
Chapel Hill, Performance Subaru
Hendersonville, Hunter Subaru
Wilmington, Parkway Subaru
Winston-Salem, Flow Subaru

Ohio
Fairborn, Wagner Subaru

Pennsylvania
Allentown, Becker Wagonmaster
Altoona, Condrin Subaru
Bethlehem, Faulkner Subaru
Butler, Kerven Subaru
Concordville, Concordville Subaru
Delmont, The New Team Kunkles
Downingtown, Roberts Subaru
Hanover, Lawrence Subaru
Jenkintown, Glanzmann Subaru
Johnstown, Spangler Auto
Monroeville, Langston Subaru
Moosic, Minooka Motor Sales
Philadelphia, Wilkie Subaru
Pittsburgh, Suburban Subaru
Sellersville, A & T Subaru
Temple, Steve Moyer Subaru
Warren, Keystone Subaru

Montana
Helena, Placer Motors

Rhode Island
North Kingstown, Pilgrim Subaru
North Smithfield, Anchor Subaru
Warwick, Bald Hill Subaru

South Dakota
Sioux Falls, Lithia Subaru of Sioux Falls

Tennessee
Chattanooga, Kelly Subaru
Harriman, Earl Duff Subaru

Texas
Austin, Austin Subaru
Houston, Gillman Subaru
Houston, West Houston Subaru

Utah
Salt Lake City, Mark Miller Subaru
Salt Lake City, Nate Wade Subaru

Vermont
Bennington, Bennington Subaru
Rutland, Kinney Subaru

Virginia
Alexandria, Beyer Subaru
Charlottesville, Brown Subaru
Herndon, Paul Brothers Subaru
Midlothian, Pence Subaru

Washington
Bremerton, Peninsula Subaru
Burlington, Skagit River Subaru
Marysville, Roy Robinson Subaru

West Virginia
Huntington, Davis Subaru
Morgantown, John Howard Subaru
Wheeling, Wheeling Subaru

Wisconsin
Eau Claire, Chilson Subaru
Mequon, Sommer’s Subaru
Schofield, Dave Kasten Subaru
Waukesha, Don Jacobs Subaru

Wyoming
Casper, White’s Mountain Subaru