According to Chrysler, “one of the most challenging aspects of building and launching an all-new vehicle is doing everything possible to ensure complete customer satisfaction.” When building the 2017 Pacifica minivan, Chrysler was sure to keep its customers happy by interviewing more than 3,000 potential buyers on what they expect from the vehicle, helping the automaker to resolve issues and deliver a better product.
“Producing high-quality vehicles is essential to our goal of earning and maintaining the trust and loyalty of customers,” said head of quality at Fiat Chrysler, Scott Garberding.“At the earliest stages of vehicle creation, before designers’ sketches have evolved into a clay model, research is conducted to collect, analyze and integrate the voice of the customer into a new vehicle concept.”
Chrysler spoke to customers in nine target cities across the U.S. when conducting research and also held more than 20 focus groups with customers and their children. An additional 1,400 were surveyed in the minivan’s on design, features and other vehicle segment preferences.
Chrysler found that customers “wanted a minivan with the highest level of utility combined with the utmost level of style, all in an effort to provide a safe, economical, comfortable ride that provides a link to today’s connected world,” the automaker said. Quality was another important aspect, with the automaker benchmarking its competition to bring higher quality materials to the minivan’s cabin.
“Customers make judgments on a vehicle’s quality the first time they see and touch a car, whether it’s at an auto show, dealership or neighbor’s driveway,” said Garberding. “Our team’s focus was on making sure customers receive a strong first impression of Pacifica, from the first time they open the door and truly experience the all-new minivan.”