The Fiat 500 and its
TwinAir engine, together with improvements in terms of
quality, reliability and customer service, have helped
Fiat UK to start to move upwards from its traditional
bottom rung hangout in the recent JD Power
satisfaction survey.
An overall position of
22nd place is the highest that the brand has achieved in
the survey since it began in 1994, and is the result of
an on-going project designed to move Fiat steadily up
the satisfaction rankings, the Italian carmaker
believes. Three years ago the company finished 29th and
last year it was in 26th position. However only 28
brands were counted this year and Fiat is still seven
places below the industry standard.
The 500 has helped
Fiat's efforts to improve in the survey, it was placed
53rd overall out of 106 models that were assessed and
its ranking of 79.9 percent was well above the average
of 79.4 percent. However customer satisfaction with the
rest of the Fiat range was much less pronounced with the
Panda (78.2 percent) in 78th place while the Grande
Punto/Punto Evo (76.4 percent) and Bravo (76.2 percent)
were right in amongst the poorest performers, in 96th
and 97th place respectively.
“Clearly, there is a
massive amount of work still to be done,” says Andrew
Humberstone, managing director, Fiat Group Automobiles
UK. “However, the positive results of the task we
initiated three years ago to improve customer
satisfaction in Fiat and its products are starting to
show through. We know there is a long way to go. But I
am sure that these last two years of steadily improving
results will continue to be seen in future JD Power
surveys.”
Several factors have
combined to improve Fiat’s standing in this important
survey, including a big drive to improve the service
offered by Fiat’s network of dealers, and a desirable
range of cars that people want to buy and own. In the
survey’s City Car category, Fiat 500 finished 2nd (its
top spot of last year just taken away by Toyota's Aygo)
while the Fiat Panda came 4th.
“Owners rated the Fiat
500 as more appealing than any other city car available,
especially because of its retro styling and impeccable
driving manners,” says JD Power. It also comments: “Down
from second spot in last year’s survey, but the
seven-year-old Panda is still showing well. Owners found
it easy to get into and out of, and praised Fiat dealers
for their servicing.”
Greater reliability,
and award-winning technology, such as MultiAir and
TwinAir engines and the eco:Drive fuel saving
equipment, have also been appreciated by customers. Last
month the TwinAir engine was voted International Engine
of the Year, while eco:Drive, which has won
many awards, has just been named Brand Innovator of the
Year in the Marketing Week Engage 2011 Awards.