2021 Jeep Gladiator Leads Jeep to Major Improvement in J.D. Power Study
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Jeep Scores its Best Finish Yet on the J.D. Power Initial Quality Study

Jeep jumped three spots to its best ever finish. The Head of North America Customer Experience for Stellantis says one ingredient was key to the improved scores.

Stellantis has plenty to be happy about when it comes to the new J.D. Power Initaial Quality Study. Ram topped the list, followed by Dodge. Jeep jumps three spots to eighth-place tie – its best-ever result led by the 2021 Jeep Gladiator. The 2021 Jeep Gladiator placed first in the midsize truck segment. The previous generation of Jeep Grand Cherokee also reached the podium for improved quality.

“This is not a data point; this is a trend,” said Mark Champine, Head of North America Customer Experience at Stellantis. “Anyone who knows the robustness of our product-improvement processes, as well as the engagement level of our workforce, is not surprised by these latest results.”

Champine credits product design as a major key to this year’s improvements.

“If you start with strong design and follow that up with discipline on the plant floor, you get the kind of results we’re seeing today,” he said. "This feedback reflects our primary focus – to build vehicles our customers will be proud to recommend to friends and family."

“We have seen the hard work put in by the Stellantis team up close,” said Dave Sargent, vice president of automotive quality at J.D. Power. “These latest results are testament to the efforts put in across the organization. Congratulations to the entire team.”

The 2021 Jeep Gladiator

The Jeep Gladiator has been a game changer since Fiat Chrysler started shipping them to dealers in mid-April of 2019. Jeep waited 27 years to bring back a Jeep pickup and fans were anxious to hop in and get the midsize pickup dirty. The 2020 version of the Gladiator won North American Truck of the Year. The 2021 version has continued to impress media and buyers alike.

It has best-in-class towing for a midsize truck. The Gladiator can tow up to 7,650 pounds and haul 1,600 pounds, so this Jeep pickup is more than a pretty face. Also, all Gladiator models are Trail Rated indicating that the 4x4 vehicle is designed to perform in a variety of challenging off-road conditions. The Gladiator has great traction, ground clearance, maneuverability, articulation and is able to drive through streams and standing water.

The J.D. Power Initial Quality Study

J.D. Power surveys more than 100,000 buyers and lessees about quality early in their ownership period. The survey asks more than 200 questions about nine different categories. The Initial Quality Study lists the number of problems per 100 vehicles. This year’s Jeep total of 149 is 13 points better than the industry average. The 2021 Jeep Gladiator won the midsize truck category and the previous generation Grand Cherokee scored in the top three for the midsize SUV category.

Champine said, “Everything we do, the customer is the heart and the focus of our attention.”
For more on the new J.D. Power Initial Quality Study, please see my colleague John Goreham’s report.

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