Our Six Stars to Guide Us play an important role in shaping our interactions and enhancing our relationships with our customers after the sale of a vehicle. Our teams work to deliver 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 (LPU) is designed to enhance the customer experience by providing our customer-facing teams with the knowledge and skills to embrace the Subaru of America, Inc. H.E.A.R.T. (Honesty, Empathy, Appreciation, Respect, and Trust) philosophy. LPU was announced to all Subaru retailers in 2020 and has been brought to 230 stores in person in 2021. More than 6,000 customer-facing team members have been trained by LPU this year. All retailers are invited to participate in quarterly HEART BEAT live broadcasts, which are focused on helping to create an extraordinary customer experience. We also distribute monthly newsletters and host semimonthly Love Promise Champion calls to keep the LPU commitment top of mind and to do our best to make our customers feel the H.E.A.R.T. mission.
In October 2021, parts managers at Subaru retailers across the country completed the Carlisle Parts Manager Survey, which focuses on increasing retailer efficacy and strengthening customer loyalty. This helps to deliver quick, efficient service to our customers. The results revealed that Subaru earned the top ranking among the 17 U.S. manufacturers. Subaru also ranked as the top manufacturer in eight of 20 categories.