A Subaru staff holding a pen and a notebook, engaging with a customer who is holding their child.

Customer Commitment

The Six Stars to Guide Us principle leads each employee to have a great impact on our interactions and customer relationships. From strategic planning to service visits, our teams are committed to ensuring satisfaction at every stage as we collaborate closely with our retail partners. By helping ensure that our customers are satisfied with their vehicles, we hope that they will be better able to do the things they love with the people they love.

Love Promise University®

Love Promise University® (LPU) is our mission to instill our H.E.A.R.T. (Honesty, Empathy, Appreciation, Respect, and Trust) philosophy into everyday practices at our retailers. Guided by 18 Customer Experience Managers across the country, Subaru of America, Inc. (Subaru) LPU has partnered with more than 350 retailers since 2020. In 2023 alone, our team delivered essential training to 8,800 customer-facing team members. Our ongoing HEART BEAT Live broadcasts offer a continuous training, guiding retailers in shaping remarkable customer experiences. Monthly newsletters and semimonthly Love Promise Champion calls further reinforce our commitment to integrate LPU principles into our daily operations.

In 2023, we introduced the Love Promise Champion Portal, a specialized training platform where our 425 Retailer Love Promise Champions can connect, share insights, and engage in continuous learning. This dynamic portal, accessible to all retail employees, is a valuable resource hub featuring five-minute MicroLearning courses and rebroadcasts of HEART BEAT Live sessions and LPU calls.

Digital Service Technology

This past year, Subaru has diligently worked to enhance the customer experience at our retailers by placing an emphasis on the importance of time and convenience during the servicing process. In 2023, an impressive 92.7% of Subaru retailers utilized a digital service technology partner vetted by Subaru, leading to a 12% decrease in the time needed to schedule vehicle service appointments in comparison to the peak in 2022.

The Subaru Lane check-in tool and electronic Multi-Point Inspection tool emerged as pivotal elements in simplifying the scheduling process, streamlining the identification of service needs, and capturing exterior vehicle photos to document its condition. These user-friendly tools enhanced the service lane experience and fostered clear and uncomplicated interactions that strengthened customer confidence in the servicing process. Our commitment to these advancements reflects our dedication to providing exceptional service to our customers.