Istanbul, May 27, 2025 — Stellantis Middle East & Africa (MEA) has once again underlined its unwavering commitment to excellence in customer experience with the successful hosting of the 2025 edition of its Customer Centricity Convention in Istanbul. This flagship annual event brought together the region’s top-performing professionals in sales, service, and technical fields—now joined for the first time by Quality Managers, whose integral role in operational execution and customer satisfaction was rightfully acknowledged.
Held under the theme of continuous improvement and executional discipline, the convention served as both a celebration of achievements and a forward-looking strategy session. It reflected the MEA region’s transformation from a promising player into a global benchmark in customer-centric performance.
“Raising customer standards is not about one-off recognition—it’s about consistency, discipline, and execution across markets,” said Samir Cherfan, Chief Operating Officer of Stellantis MEA. “This convention reflects the operational edge our region is building year after year, through the people who transform strategy into results.”
A Year of Unprecedented Progress
The numbers speak volumes. In 2024, Stellantis MEA recorded its strongest customer-centric performance to date:
- #1 in Quality of Sales and Aftersales across all Stellantis global regions
- #2 globally in product quality, marking a staggering 60% year-on-year improvement
- 20% enhancement in service quality across regional operations
- Top global performance from Customer Care teams, setting a new internal benchmark
- Over 200,000 hours of training invested in upskilling frontline teams
This performance is not just statistical—it’s the outcome of deliberate investment in human capital and operational excellence. The region’s results are a testament to a culture where people, process, and purpose converge.
A New Metric for a New Era
In alignment with its evolving customer excellence strategy, Stellantis is transitioning from the widely-used Net Promoter Score to the Stellar eXperience Index (SXI)—a next-generation measurement system designed to evaluate the entire customer journey with far greater nuance. Unlike traditional metrics, SXI captures the emotional, technical, and service aspects of customer interactions, enabling more targeted, data-driven improvements.
This evolution marks a shift from reactive customer service to proactive experience design—ensuring Stellantis MEA is not just meeting expectations, but redefining them.
Powered by Partnerships
The 2025 Convention would not have been possible without the generous support of its regional partners. Stellantis MEA extended its gratitude to the sponsors and contributors who helped make the event a success:
ERKPORT, AĞAÇLI PETROL, REYSAŞ, LİON TEKSTİL, KOZA OTOMOTİV, AXALTA, ANT LOJİSTİK, BAKIRCI OTOMOTİV, UK LOJİSTİK, and NOVA REKLAMCILIK—each playing a key role, from logistics and equipment support to strategic sponsorship.
Looking to 2030 and Beyond
As part of Stellantis’ broader strategic development plan for 2030, the MEA region is fast becoming a beacon of what’s possible when talent is nurtured, innovation is embraced, and the customer is placed at the heart of every decision. The 2025 Customer Centricity Convention is not merely a milestone—it is a launchpad for the next chapter.
With every empowered employee and every satisfied customer, Stellantis MEA is converting operational excellence into lasting brand loyalty—and turning each interaction into a competitive advantage.
