Our Six Stars to Guide Us plays an important role in shaping our interactions and enhancing our relationships with our customers during the buying process and beyond. Our teams work to ensure customer satisfaction every step of the way — from the planning, procurement, and distribution of our service parts to customer support and service visits with our retailer partners.
Love Promise University
Love Promise University (LPU) equips our retailers’ customer-facing teams with knowledge and skills to bring the Subaru of America, Inc., H.E.A.R.T. (Honesty, Empathy, Appreciation, Respect, and Trust) philosophy to our customers. Through our 15 Customer Experience Managers, Subaru LPU has been brought, in person, to
since 2020, and
received training on this initiative in 2022.
In addition to the in-person training, our quarterly HEART BEAT Live broadcasts are an initiative that trains our retailers in curating an outstanding customer experience. We also publish monthly newsletters and host semimonthly Love Promise Champion calls to integrate our LPU commitment into our work.
In 2022, we introduced our Love Promise Champion Portal (training portal) where our 380 Love Promise Champions can connect, share, and learn from one another. All employees can access this portal for resources, including five-minute MicroLearning courses and rebroadcasts of HEART BEAT Live and LPU calls.
Digital Service Technology
This year, Subaru continued its work to improve the customer experience at Subaru retailers by focusing on respecting time and convenience in the servicing process. In 2022, approximately 93% of Subaru retailers utilized a Subaru approved digital service technology partner. This reduced the number of days it took to schedule an appointment for vehicle services by 23% compared to the peak of 2021. Additionally, our Subaru Lane check-in tool and electronic Multi Point Inspection tool allowed for ease in scheduling, more simple and clear interactions at the service lane, and increased customer’s trust in the servicing process. These advancements help us maintain our commitment to our customers.