Fiat S.p.A.
Via Nizza 250, 10126 Turin, Italy
Share Capital: €4,476,464,302.34
Turin Companies Register/Tax Code 00469580013

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Mission

Fiat is a global group with a clear focus in the automobile sector. Through its various businesses, it designs, produces and sells automobiles and related components and production systems. Fiat was one of the founders of the European car industry and today, as a result of its partnership with Chrysler, has a manufacturing and commercial base of sufficient scale to compete as a global automaker.

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Customers

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Target exceeded		Target partially achieved
Target achieved or in line with plan		Target postponed

Customer Experience

Commitment: Enhance customer relationship and satisfaction
Scope	Actions	2011 Results	Targets
Fiat Group Automobiles (FGA) and Chrysler Group	Implementation of stakeholder engagement activities by encouraging customer feedback and responding, as appropriate	Stakeholder engagement activities extended to FGA customers in major European markets (Italy, France, Spain and Germany). Customers given feedback on improvements made in areas identified and/or engaged in defining dealership experience	2012: extension of stakeholder engagement activities to FGA and Chrysler Group customers in a further 10 European markets
		Mobile Customer Service project implemented on target population of approx. 151,000 users in Italy and other major European markets (UK, France, Germany and Spain)	2012: extension of Mobile Customer Service project to Android platform
	Enhancement of customer service experience	Saturday service hours offered by 77% of total US dealers (1,900): +9% vs 2010	2014: increase in the number of North America dealers offering extended service hours (weeknight and weekend hours)
		Express service offered by 31% of total US dealers (750): +26% vs 2010	2014: increase in the number of North America dealerships offering express service
	Development of skill base of Customer Contact Center operators to achieve excellence in customer service	20,000 training hours provided (+10% vs 2010) to phone agents of Arese Customer Contact Center serving European countries	2012: 40 hours training per person (excluding new hire training) to phone agents of Arese Customer Contact Center serving European countries: +10% vs 2011
		9,000 training hours provided to phone agents at North America Customer Contact Centers	2012: 20 hours training per person (excluding new hire training) to phone agents at North America Customer Contact Centers

Commitment: Ensure responsible selling and communication practices
Scope	Actions	2011 Results	Targets
Fiat Group Automobiles (FGA) and Chrysler Group	Provision of training and formulation and dissemination of guidelines on responsible selling of financial services	Guidelines on responsible selling formulated and disseminated to FGA Capital S.p.A. (FGAC) sales force and credit managers throughout Europe Introduction of specific questions on the clarity and completeness of sales force explanation of financial offers in European Customer Satisfaction Index survey	2012: introduction of specific tools in FGAC websites to help customers calculate their payment installments in relation to their monthly budget
			2012: extension of FGAC training programs on responsible credit to dealer sales force
Fiat Group Automobiles (FGA)	Formulation of a new guide to ethics in communication to promote responsible communication worldwide	Guide to ethics in communication formulated and circulated