MaritzCX to manage Fiat’s customer journey feedback

The aim of the programme is for FCA to take a more holistic approach to understand, advance and manage the entire customer journey – from the start of a search for a new car, to after sales service – across its six brands:  Abarth, Alfa Romeo, Fiat, Fiat Professional, Lancia and Jeep.

Helped by MaritzCX, FCA has integrated surveys for prospects and shoppers, reviewed online channels and engagement with dealers into the feedback programme, in addition to its  existing sales and after sales surveys.

Catja Sander, director at MaritzCX said: “We look forward to continue our work with FCA on the expansion of its customer journey feedback programme. By including the earlier customer life cycle stages, FCA will gain a 360 degree view of the customer that highlights successes as well as pain points, providing it with real-time push notifications to act immediately if issues occur and giving them a basis to improve their services further.”