Nissan Appoints Ashley Gatlin to Lead Customer Satisfaction

Nissan Americas has appointed Ashley Gatlin as Vice President, Total Customer Satisfaction (TCS), and Chief Customer Satisfaction Officer for its U.S. and Canada operations. This appointment, effective August 17, places Gatlin in charge of enhancing customer satisfaction, vehicle quality, and safety across both markets. Her role will focus on integrating customer feedback throughout the entire vehicle lifecycle to improve the overall ownership experience.

New Leadership Role and Responsibilities

In her new capacity, Ashley Gatlin will oversee Nissan's Total Customer Satisfaction organization throughout the United States and Canada. Her primary objective is to strengthen customer satisfaction, bolster vehicle quality, ensure safety standards, and improve customer retention. This involves a comprehensive approach to the customer experience.

Gatlin is tasked with ensuring that the customer's perspective is considered at every stage of vehicle development and ownership. This includes working across various departments within Nissan to continuously refine product quality, enhance reliability, and elevate the overall experience for vehicle owners. The appointment signals a focused effort to align internal operations with external customer expectations.

Gatlin's Extensive Background at Nissan

Ashley Gatlin brings over 25 years of experience within Nissan to her new executive position. Her career at the company has spanned multiple critical areas, including Engineering, Supply Chain Management, Manufacturing, and previous roles within Total Customer Satisfaction. This diverse background provides a broad understanding of the company's operations from product conception to post-purchase support.

Most recently, Gatlin served as Senior Director of TCS, where her responsibilities expanded to include Warranty & Compliance, Overseas Chief Quality Engineering, Field Quality Investigations, and Quality Strategy Management for the U.S. and Canada regions. This prior experience directly relates to the core functions of her new vice president role, preparing her to lead efforts in quality assurance and customer care. She will report directly to Christian Meunier, Chairman of Nissan Americas, and will be based at the company's headquarters in Franklin, Tennessee.

Nissan's Recent Quality Performance

Gatlin's appointment occurs as Nissan continues to demonstrate progress in product quality and customer satisfaction metrics. The company has recently received recognition in independent industry studies, highlighting improvements in its vehicle lineup. These achievements provide a backdrop for the new leadership in customer satisfaction.

Specifically, the Nissan Rogue secured the top position in the compact SUV segment in the J.D. Power 2026 U.S. Initial Quality Study. Additionally, the Nissan Murano was recognized as the Most Dependable Midsize SUV for the second consecutive year in the J.D. Power 2026 U.S. Vehicle Dependability Study. These accolades underscore the company's ongoing efforts to enhance the reliability and initial quality of its vehicles.

This strategic appointment of Ashley Gatlin reflects Nissan's ongoing focus on prioritizing customer feedback and product quality in the U.S. and Canadian markets. Her extensive experience within the company positions her to drive initiatives aimed at improving the ownership experience for current and future Nissan and INFINITI vehicle owners.