CUSTOMER EXPERIENCE (CX) DASHBOARD AND SURVEYS. DealerCONNECT Site User Guide

Transcription

1 CUSTOMER EXPERIENCE (CX) DASHBOARD AND SURVEYS DealerCONNECT Site User Guide 1

2 Contents Customer Experience (CX) Dashboard... 3 CX Dashboard Reports...3 Basic Functionality...4 Dashboard...6 Top Navigation Menu...6 Key Performance Indicators...7 Sales Advocacy...7 Overall Sales Consultant...7 Service Advocacy...8 Overall Service Advisor...8 FFV...8 Key Performance Impact...8 Survey Disposition Summary...9 Trends Alert Summary News FAQ Resources Reports Customer Management Report Alert Summary - Expanded Functionality as of 4/20/ Alert Resolution Manage Alerts Performance Impact Report Sales Performance Impact Report Service Employee Management Report Sales Employee Management Report Service Disposition Summary Report Sales or Service Disposition Detail Report Sales or Service Comment Summary Reports Comment Detail Report Appendix Goal Methodology (Normalization Method) Exporting Reports to Excel

3 Customer Experience (CX) Dashboard The Customer Experience (CX) Dashboard is a website used to provide timely, actionable, and easy to access customer survey results to support ongoing continuous improvement activities. The system provides customer detail for surveys. In addition to this guide, site users can call or FCACXHelpDesk@maritzcx.com for assistance during normal business days, 8:30 am to 5:00 pm EST. Available in English only. The Help Desk can assist with website and report navigation for reports on the CX Dashboard link in FieldConnect and reports on the CX Dashboard link on DealerCONNECT accessed through the Customer Experience tab. The Customer Experience Dashboard and Survey Dealer Help Desk can also answer general questions concerning the Customer Experience (CX) Survey. This number is for dealers only and may not be given out to customers. There is no staff available at this number to handle customer requests. ** New dealers dashboard will not display scored data until after the first scored month. The dealer will be able to see response data only (Customer Management Report and Alert Summary). The month scoring dates table is in the Assistance tab, Resources. CX Dashboard Reports When the user clicks the Customer Experience (CX) Dashboard link on DealerCONNECT, they will arrive at the Dashboard landing page. The Dashboard provides users with a snapshot of key performance information with easy to understand and up-to-date reports. Each of these reports has a sales and a service view. The Dashboard landing page consists of: Report Navigation Menu Key Performance Indicators Key Performance Impact Survey Disposition Summary Trends Alert Summary Drilling into the body of the new website, the user will find the following reports available: Performance Impact Customer Management Employee Management Alert Summary Report Alert Resolution 3

4 Disposition Summary and Detail Comment Summary and Detail Basic Functionality Cell Shading When shading is applied Green = Above goal Yellow = Tied or above goal and not in top quartile Red = Below goal Scrolling Some reports are too long to display the full report on the screen. In these cases, use the scrollbar buttons (Up and Down on the right side of the page) to view the full report. Navigation There are three ways that users can navigate through the site. Navigation Menu: The navigation menu will display at the top of each page. By using the Manage Customers, Manage Sales, Manage Service, and Assistance links users can get to any report. Dashboard: Users can drill into several dashboard reports to reach the full reports available on the website. Embedded Links: Within some reports, you can click on an icon report to view the individual survey results. or, or a customer name to link to another Breadcrumbs and Back Button Breadcrumbs will display below the top navigation menu and show where the user is in the site and the selected search criteria. Some breadcrumbs are active and users can navigate back to the previous report by clicking the underlined link. Your browser back button is also enabled. 4

5 Rollover - The user will often be able to see information in a pop up display when they rollover either a name, icon or another imbedded link. Sorting Columns - If a column has an ascending or descending icon in the header, then that column can be sorted. Printing CX Dashboard Reports To print a report, follow these steps: Click the button located at the top of the page. The report appears in a new Adobe Acrobat print window. Roll over the bottom of the PDF report, and the Print button will display. Click on the print button and Print dialog box appears. Choose the appropriate print options. Print dialog boxes vary in options and layout based on the printer type. Click the OK button. The document prints. To close the Adobe Acrobat print window, click the Close button on the upper-right corner. Do not click the Internet Explorer Close button or DealerCONNECT will close. Saving or Downloading CX Dashboard Reports To export or download a.csv version of the report to use in Excel, follow these steps: Click the Export button and a Windows dialogue box appears. Click the Save button on the Windows dialogue box. The Windows Save when the dialogue box appears. Choose the directory where the report is to be saved. Rename the file if necessary. Click Save. The Windows Download Complete dialogue box appears. Click the Close button to return to the report. If you encounter issues with Microsoft security allowing you to download, see the Exporting Reports to Excel section of the Appendix. Changing the Report Criteria You can select different criteria for the report you are viewing. This criterion is based on the particular report you have selected but this will always include date range and reporting period. To change the criteria, click Change Selection button the top of the page. Most reports will default to a Month to Date (MTD) period view unless otherwise specified. The change selection "report month" option will allow users to select a month from the past 13 months or the current month (MTD), giving users a total of 14 months to choose from. Most reports will be available for following report periods: o Month to Date (MTD) is defined as the first day of current reporting month to current day. 5

6 o o o o 1 month is defined as the most recent completed month. Rolling 3 month is defined by the last score-able month and previous 2 months. Year to Date (YTD) is defined as January to the most recent completed month. Rolling 12 month is defined by the last score-able month and previous 11 months. Dashboard The Dashboard is the landing page after clicking into the Customer Experience (CX) Dashboard link from DealerCONNECT. There are 5 dashboard reports that provide quick snapshot of key metrics. In addition to the Report Navigation Menu, the CX Dashboard includes: Key Performance Indicators Key Performance Impact Survey Disposition Summary Survey Trends Alert Summary Each of these reports has a sales and a service view. Selecting Print for the Dashboard will produce a printable view. Right click and select print or use your browser printing option. Top Navigation Menu You can easily navigate through the website using the top navigation menu. Use your mouse to roll over the main categories to link to any report. This menu will always display on the top of the each report. Clicking on the Dashboard link, will return you to the main dashboard page. The default report setting for the main Dashboard page: Report period is MTD (unless otherwise specified within the report) Comparator is against goal To change the report criteria: 1. Click on Change Selection 2. Select Report Month Report Month offers the most recently scored month, MTD, and the previous 13 months 3. Select Report Period Report Period offers MTD (default when selecting MTD for Report Month), 1 Month, 3 Months, YTD, and 12 Months 6

7 Key Performance Indicators This graphic displays scores for key Customer Experience. (CX) Survey questions for both sales and service. The dial needle indicates the current score for the selected report period. Roll over the needle to display the current score. Below the dial you will see the current score, previous score (based on the time period selected), and the goal. Below the scores, the Dealer Ranking will display when 1-month, 3-month or 12-month report periods are selected. The ranking is based on the Business Center Sales Group. A dealer must average at least 1 survey per month to be ranked for Sales Advocacy and Overall Sales Consultant and 2 per month for Service Advocacy, Overall Service Advisor and FFV. All dials are based on the report period that was selected by the user; default is a MTD score. The red coloring indicates that the score is below goal and the green coloring indicates the score is above goal. If there are no surveys returned with one of these questions answered within the selected time period, the score will display as Current: NA and the needle on the dial will point to zero. Click on the information icon to view a short description of score calculation for each dial. Sales Advocacy The customer is asked How likely are you to recommend purchasing a vehicle from this dealership to a friend or a colleague? Sales Advocacy score calculation = total number of customer responses of 9 or 10/total number of surveys responses for this question multiplied by 100. Overall Sales Consultant The customer is asked How satisfied are you with the overall experience with your Sales Consultant? 7

8 Service Advocacy The customer is asked How likely are you to recommend this dealership for service to a friend or a colleague? This question represents Service Advocacy. Service Advocacy score calculation = total number of customer responses of 9 or 10/total number of survey responses for this question multiplied by 100. Overall Service Advisor The customer is asked How satisfied are you with the overall experience with your Service Advisor? Overall Service Advisor score calculation is the total number of customer responses of 9 or 10 divided by the total number of survey responses for this question. The resulting number is then multiplied by 100. FFV The customer is asked Were all of your service needs completed correctly on the first visit? This question represents FFV (Fixed First Visit). FFV score calculation = total number of customer responses of Yes / Yes + No * 100. Key Performance Impact The Key Performance Impact section of the Dashboard displays questions that have been selected by FCA as key measures of improvement for the entire dealer body The questions in the Sales section of this report are: Thoroughness of Features Explained (Thoroughness in explaining your vehicle s features) Timeliness of Delivery (Timeliness of completing final delivery) Service questions which display are: Thoroughness of Work (Thoroughness of work performed) Timeliness of Drop-off (Timeliness of drop-off process) Red indicates below goal, and green indicates above goal. The aggregate score is displayed in the right column for both the sales and service tables. These reports are static; there is no drill down function. However, there is a link at the bottom of each table which will take you to the full impact report. 8

9 Survey Disposition Summary This report provides a snapshot of the customer records that were received and the aggregate results broken out by Sales and Service. This report is static with no drill downs, but there is a link at the bottom of each table which will take you to the full disposition report. The three columns displayed are count, percent of Records Received (e.g. Records Excluded Records Received), and percent of Records Received on the Business Center Sales Group level for purposes of comparison. The data displayed in rows are: Records Received = records received from the dealership via FCA Corporate. Records Excluded = records that are removed due to business rules of the CX Survey. Records with no Contact Information Survey Sent * Surveys Pending Closed Loop = Surveys with a Hot Alert where the Hot Alert was not closed and the dealer is within the 7-day expiration OR the Hot Alert is closed and the Closed Loop survey has not been returned and it is within the 7-day expiration date. Surveys Completed The following exclusion rules are applied to Sales records o Duplicate NVDR VIN o Unwind NVDR Record o Sales Contact has already been made o Purchase Date is Invalid or in Invalid Format o Purchase was more than 30 days old o Body Model Code not found in Model Master table o Dealer code not found in Dealer Master table o FCA VIN Exclusion Request o FCA Opt-out/Restrictions o Courtesy Transportation Vehicles (title code 22 or 33) o Guam resident missing address o FCA Group Address o Used Vehicle o Disposed Vehicle o Vehicle Brand is not CDJRF o FCA US Company Car 9

10 The following exclusion rules are applied to Service records o Service Duplicate VIN o Model year is more than 7 years old o Purchase Date is Invalid or in Invalid Format o Duplicate VIN in Sale Sample o Repair date more than 37 days old o Moratorium (Sales) Customer Pay only o Moratorium (Service Contact) o Dealer code not found in Dealer Master table o Body Model Code not found in Model Master table o Vehicle Brand is not CDJRF o FCA VIN Exclusion Request o New Vehicle Prep Claim (Auto pay) o New Vehicle Prep Claim (Dealer input - backup LOP) o FCA Opt-out/Restrictions o Courtesy Transportation (Title Code 22 or 33) o Guam resident missing address o FCA Group Address o Disposed Vehicle o FCA US Company Car Records With No Contact Information = records received from the dealership that are excluded because they are missing an address (this is one of the exclusion rules, but it is broken out for this report, and not a subset of the exclusion counts). Surveys Sent = sample that was usable and resulted in a survey invitation via . * Surveys Pending Closed Loop = Surveys with a Hot Alert where the Hot Alert was not closed and the dealer is within the 7-day expiration OR the Hot Alert is closed and the Closed Loop survey has not been returned and its within the 7-day expiration date. Surveys Completed = surveys successfully completed by customers. This count is a % of Surveys Sent. Records received in March may be completed in April since the survey is available to the customer for 10 days. 10

11 Trends This chart displays the advocacy score for Sales and Service as well as FFV % and the goals for advocacy and FFV. This is a static report with no drill downs. Scores to be displayed for a one month trend based on the report period selected in the change selection area. If MTD is selected in the change selection area the past months will show one month scores but the right most point on the chart will represent the MTD score and will not be connected by the line like the rest of the points. Click on the title of the data line in the legend will remove that data line from the chart. Click again to restore. Alert Summary A quick view of the current hot alerts is displayed in the Dashboard Alert Summary. The larger number to the right of the box is the total alert count. The Service Alert Summary includes all service types. These counts will only include customer alerts and not dealer alerts. The larger number to the right of the box is the total alert count. Numbers to the left are individual counts for the alert status Clicking on any count will drill down into the Alert Summary Report. Alert Summary counts are updated on-the-fly whenever a user makes a change to an alert status. News The News link appears on the left side of the Dashboard as a link. If you click on the link the News slides out to the right so the user can view all the related news items. This section will show all the news and will keep building, displaying the most current news at the top. You can also access News by rolling over the Assistance menu and clicking on News. FAQ Frequently Asked Questions will be updated periodically as more users explore the site. Resources PDF versions of the current Customer Experience (CX) Surveys, CX Dashboard Site User Guide and CX Reference Guide can be accessed in the Assistance menu by clicking on Resources. 11

12 Reports Customer Management Report Customer Management Report is found by rolling over Manage Customers and clicking on the link. This report provides detailed survey information for each customer who completes a survey. All columns are sortable by clicking on either the up or down arrow at the top of the column. The column information available: 1. Alert Status - If a survey has a customer alert (score of 6 or lower for Vehicle Satisfaction, Dealer Satisfaction, Dealer Advocacy, Sales Consultant/Service Advisor) or a dealer-generated alert, and icon will display in this column (see the Alert Summary Report for the icon definitions). When a dealer creates an action in the Alert Resolution page, the icon will immediately update on this report. 2. Closed Loop Status If the survey has a non-dealer generated customer Hot Alert, then the follow-up survey (Closed Loop) status icon will display. 3. Customer Name/VIN Clicking on the customer name and VIN will take you to the Alert Resolution screen. A green New icon will display for all new surveys. Once you click on the customer name, this icon will be removed. For surveys which are Rejecting Customers, the name and VIN will be replaced by Sales Rejecting Customer. 4. Survey Posted Date is the date that the survey was posted to the website. If the survey has a hot alert, this date will change when the advocacy score becomes final; that would be when the closed loop survey is completed or expires, or dealer doesn t close the hot alert within 7 days. 5. Event Type will display if the survey was a Sales Survey or Service Survey. 6. Dealer Advocacy displays the actual survey score for the question Would you recommend this dealer for [Sales or Service] to a friend or colleague? These cells are shaded to reflect the score. Green = 9 or 10, Yellow = 7 or 8 and Red = 6 or lower. Note: This shading doesn t coincide with shading in the other reports. 7. Dealer Sat displays the actual survey score for the question How satisfied are you with your [sales or service] experience at [Dealer Name]? These cells are shaded to the score. Green = 9 or 10, Yellow = 7 or 8 and Red = 6 or lower. 8. FFV or Adequate Inventory displays the answer for the question was your issue fixed the first visit for service surveys or did the dealer have adequate inventory for sales surveys. This is also the column which 12

13 will display the optional questions when in Sales or Service. If neither Service nor Sales is selected, then FFV is the default for this column and the optional questions will not display. 9. Comment Indicator will display if there is an open-end comment to view. Click on the icon and the comment will display. 10. Comment Area will list major categories, that were applied to the verbatim comment during the automated coding process. 11. Sales/Service Advisor, F&I/SVC Tech displays the name of the employee attached to that record. 12. Sales Manage - Sales Manager name attached to the NVDR The criteria selection includes: 1. Event Type All, Sales, or Service 2. Optional Questions this is only available for Sales or Service Customer Management menu. The user can select any one diagnostic question to display from the menu. (See screen shot of optional questions) 3. Alert Type All, No Action, In Progress, Closed 4. Employee a list of all dealership employees 5. Report Period Last 7 days, Last 14 days, Last scored month or an open date range using the Date Start and Date End 6. Date Start and Date End Displays calendar that allows user to select specific dates 7. Show All Comments Yes or No 13

14 Closed Loop (Follow-up) Survey: There are unique icons for the Closed Loop status. These icons will be used on both the Alert Summary and Customer Management reports: No Survey - Hot Alert not closed within 7 days Survey Sent - Waiting for Response Survey Response Received No Response to Survey, Bounce Back or Screened Out* Opted-Out of Survey * Bounce Back refers to an message that has been returned to the sender because the recipient's address is invalid. Screened Out means customer response to the screening question disqualified them from completing the survey; No I am not [First Name, Last Name] or I did not [purchase or service] vehicle at [Dealership] 14

15 Customer Management Report under Service or Sales Management. These reports will be limited to either Sales or Service customers and will include the optional question drop down. The export will display all columns as well as comments, comment codes, Uconnect (Sales) responses, FFV (Service) and the optional question if selected. 15

16 Alert Summary - Expanded Functionality as of 4/20/17 The Alert Summary is found by rolling over Manage Customers and clicking on the link. Totals by Status for both Hot Alerts and Closed Loop responses are at the top of the page. Several columns accommodate the Close Loop survey information. 1. Closed Loop Status - icons will display with the Closed Loop survey status 2. Closed Loop Sent Date this is the date that the closed loop survey was sent. 3. # Days Open- this reflects the number of calendar days since the hot alert was posted to the website. The criteria selection includes: 1. Event Type All, Service or Sales 2. Beginning and Ending Dates 3. Alert Status All, Dealer Alerts Only, Customer Alerts Without Progress, Customer Alerts in Progress, Customer Alerts Closed 16

17 Alert Resolution Clicking on the Customer Name/VIN in either the Alert Summary report or the Customer Management report will take the user to the Alert Resolution and Manage Alert pages. This report displays the Alert Resolution History, Customer Detail, and Survey Details. 1. Click on the down arrow next to History to see any dealer created action and closed loop results. 2. Click on the down arrow next to Customer Detail to see the customer s name and contact information, vehicle information, and survey information. 3. Note: If the customer s address is different than what is in COIN (Chrysler s owner information system) currently, this may be since someone in the dealership updated COIN after the NVDR or Service record were received for survey purposes. In other words, the address show on the dashboard is the one used at the time the survey was sent. If that is the case, then the COIN information should be referenced for future contact. 4. The Survey Details will always display on this page and will display all the actual responses for the survey (Sales view and Service view) View of Sales and Service Alert Resolution 1. Brand Recommendation, Vehicle Satisfaction can only be viewed on this page 2. Click on Go Back to Alert Summary to return to that report 3. Click on Manage Alert to Add Alert Action 4. If there was a Closed-Loop survey completed, the responses will be displayed by opening the History section (click on the arrow next to the word History) 5. The Advocacy score will display at the top of this page. If there was a Closed-Loop survey generated, the score may say Pending (waiting for the Closed Loop survey results) or Final. A final score will occur for any of the following situations a. No hot alert was generated. b. The Closed Loop survey results were received. c. The seven (7) day period for a dealer to close the alert expired. d. The seven (7) day period for the customer to return the survey expired. e. The customer has sent FCA an opt-out request and the Closed Loop survey could not be sent. f. The Closed Loop survey invitation was a bounce back (delivery was not completed). g. The customer selected the screening response, disqualifying them from completing the survey. 17

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19 Manage Alerts Users can manage alerts by clicking on the Manage Alert button at the top of the report. The user can enter and update all alert related items from this area. The second screen shot above displays the Manage Alert tool. It allows users to: 1. Assign alerts to themselves or to another person within their contact list. 2. Send the alert notifications to other users within the dealership or outside of the dealership, such as an Area Manager, by adding them to the contact list and then selecting them from the CC list. Note that once a contact is created it will appear in the CC list. 3. Apply a subject line to the notification. 4. Enter a description, notes, or whatever communication they want to include in the notification. 5. Select the action they want to assign to the alert. This is a drop-down menu prepopulated with actions the user can select from. 6. Assign a target due date in which the action that was assigned should be completed by. 7. Create an action and send an , create an action only without sending an , or send an only without assigning an action Dealer Alert - If you create an action to a record that is not a Customer Alert, this will generate a Dealer Alert. This icon will display on the Customer Management, and Alert Summary Reports. 9. When the last two options (Create Action Only and Send Mail Only/No Action) are selected, a confirmation box would appear to make sure the user intended to make this selection Close the alert by selecting the box that says Close Alert which will change both Customer and Dealer Alert icons. Contact List To add a name or update information in the contact list, select either the Add New Contact or Edit links located below the CC box in the Manage Alert Screen. 1. Click Add New contact and a new window will display. Enter the information in the text boxes and click Add when you are done. This contact is now listed in your contact list. 2. To delete or edit- select a contact from the CC box and then click on the Edit link. 3. A new screen will display allowing you to edit names or address or delete the record. 4. If you select Delete, you will get a warning message because this step cannot be undone. 19

20 Performance Impact Report Sales The Performance Impact Report for Sales is found by rolling over Manage Sales and clicking on the link. Headed by the key question Sales Advocacy and organized by categories (Overall Dealership, Delivery, Sales Consultant Satisfaction, Working out the Deal) this report lists the sales diagnostic questions and results. Columns from left to right: 1. Category 2. Question (short question description). 3. Tornado chart displaying the aggregate score verses the goal. 4. Score current score. The up or down arrow in the Score column is based off the previous time period s score for that question. 5. Goal - this column will show the diagnostic question goal. If a Sales diagnostic question does not have a goal then the column will be blank. 6. Diff Numeric difference between the goal and the current score. 7. # of surveys with scores of For Sales questions related to time we will display how those questions are scored in the question text that appears in the row. 8. Employees Clicking on this icon will drill into the Employee Management report. 9. Customers Clicking on this icon will drill into the Customer Management report. The criteria selection includes: a. Report Period MTD, 1 Month, 3 Month, YTD, 12 Month b. Report Month March 2017, February 2017.March 2016 c. Event Type Sales, Service 20

21 Performance Impact Report Service The Performance Impact Report for Service is found by rolling over Manage Service and clicking on the link. From top to bottom and headed by the key question Service Advocacy and organized by categories (Overall Dealership, Service Pickup, Service Advisor, Repair Quality, and Treatment) this report lists the service diagnostic questions and results. Columns from left to right: 1. Category. 2. Question (short question description). 3. Tornado chart displaying the aggregate score verses the goal. 4. Score current score. The arrow in the Score columns is based off of the previous time period s score for that question. 5. Goal - This column will show the diagnostic question goal. If a Service diagnostic question does not have a goal then the column will indicate NA. 6. Diff Numeric difference between the goal and the current score. 7. # of 9-10 (scores). For those Service questions related to time we will display how those questions are scored in the question text that appears in the row. 8. Employees Clicking on this icon will drill into the Employee Management report. 9. Customers Clicking on this icon will drill into the Customer Management report. The criteria selection includes: a. Report Period MTD, 1 Month, 3 Month, YTD, 12 Month b. Report Month March 2014, February 2014.March 2013 c. Event Type Sales, Service 21

22 Employee Management Report Sales The Employee Management Report for Sales is found by rolling over Manage Sales and clicking on the link. A columnar report displaying sales diagnostic questions results. Dealer hierarchy and employee scores are % 9 or 10, and customer results will reflect the actual responses. 1. The user can drill down into employees to view results by customers 2. The question columns are organized by categories (Overall Dealership, Delivery, Salesperson Satisfaction and Working out the dealer). 3. The category columns can be expanded to display the actual question scores/responses 4. Only one category will display at a time. All questions will display in the Excel download 5. The individual cells for each employee and dealer for each question (advocacy and diagnostic questions) will be color coded based upon the goal 6. The goal is based on the employees scores for the Business Center Sales Group. The Bottom of Second quartile may not have a score. This can occur when more than half of the employees in the BC Sales Group score 100% for that specific question, or when the lowest scoring employee in the top quartile ties with the next quartile of employees. Hierarchy Levels a. National b. Business Center c. Business Center Sales Group (Top Quartile) This row is to give employees and dealers what they need to reach to obtain green coloring. This row is not part of the hierarchy; it is static and cannot be drilled into. d. Business Center Sales Group (Median) This row shows the BC Sales Group median. This row is not part of the hierarchy; it is static and cannot be drilled into. e. District f. Dealer g. Employee- Employees are organized alphabetically h. Customer (showing actual scores) Shading (at Employee Level) 7. Green = In top quartile of BC Sales Group 8. Yellow = Within the second quartile for BC Sales Group 9. Red = Below dealership score Column Heading and Expanding Categories - Unless noted, most questions are %

23 Alerts either count of alerts by employee or a display of the alert icon for individual customer results. Sales Advocacy (% 9-10) Total Advocacy Respondents customers who answered the advocacy question (count). Total Advocacy Satisfied Surveys count of customers who gave a score of 9 or 10 to the advocacy question. Overall Categories will display when collapsed; expand to see all questions within a category. 1. Overall Dealership a. Facility - Quality of the dealership s facility in terms of comfort, cleanliness and condition b. Adequate Inventory - Did dealership have an adequate selection of inventory? (% Yes) 2. Sales Consultant a. Sales Consultant Overall Sales Consultant satisfaction. b. Needs - Sales consultant understanding of needs. c. Knowledge - Sales consultant knowledgeable regarding products and features d. Professionalism - Sales consultant's level of professionalism and courtesy e. Feels Valued - Sales staff at making you feel valued f. Trustworthiness - Sales staff's trustworthiness 3. Working Out the Deal a. Financial Arrangement - Overall experience with financial arrangements b. Agreement - Ease of reaching agreement on price c. Respect Time - Dealership's level of respect for your time during negotiation d. Honesty - Dealership's handling of financial arrangements with honesty e. Time Paperwork How many minutes spent completing paperwork with the salesperson f. F&I Transaction How many minutes spent completing transaction with Finance Manager 4. Delivery a. Features - Thoroughness in explaining your vehicle s features b. Condition - Condition of vehicle at delivery c. Meet Staff - Introduction to service staff (% Yes) d. Timeliness - Timeliness of completing final delivery 5. Uconnect (% Yes) a. Pair Phone Offer to pair mobile phone to Bluetooth b. Explain Communication System Offer to explain the vehicle's communication system c. Explain Free Trials such as SiriusXM radio or connected services d. Set Radio Stations offer to do radio pre-sets 23

24 The criteria selection includes: a. Report Period MTD, 1 Month, 3 Month, YTD, 12 Month b. Report Month i.e. March 2014, February 2014.March 2013 c. Event Type Sales, Service Employee Survey Detail Report In addition to drilling down within the report to view the customer scores for each sales consultant, F&I manager and/or sales manager, a new pop-up report has been added so the user can print or download the individual employee report. 1. Within the Employee Management Report, click the spy glass next to the individual employee s name. 2. The Employee Survey Details report will pop-up into a screen. 3. Use print to print to PDF or export to download to an excel file. 4. The excel file will display all data which is normally in the collapsed view 24

25 Employee Management Report Service The Employee Management Report for Service is found by rolling over Manage Service and clicking on the link. A columnar report displaying service diagnostic questions results. Dealer hierarchy and employee scores are % 9 or 10, and customer results are actual scores. 1. The user can drill down into the employee name to view results by individual customers. 2. The category columns can be expanded to display the actual question scores/responses 3. Only one category will display at a time. All questions will display in the Excel download. 4. The individual cells for each employee and dealer for each question (advocacy and diagnostic questions) will be color coded based upon the goal. Hierarchy Levels a. National b. Business Center c. Business Center Sales Group (Top Quartile) This row is to give employees and dealers what they need to reach to obtain green coloring. This row is not part of the hierarchy; it is static and cannot be drilled into. d. Business Center Sales Group (Median) This row shows the BC Sales Group median. This row is not part of the hierarchy; it is static and cannot be drilled into. e. District f. Dealer g. Employee - Employees are organized alphabetically h. Individual customer responses Shading (at Employee level) - New questions within the categories of Scheduling and Alternate Transportation will not be shaded) a. Green = In Top Quartile of all Employees of the BC Sales Group b. Yellow = Tied or above Median of all Employees of the BC Sales Group c. Red = Below Median of all Employees of the BC Sales Group Column Headings Most scores are % 9 or 10 unless otherwise noted 25

26 Alerts either count of alerts by employee or a display of the alert icon for individual customer results. Sales Advocacy (% 9-10) Total Advocacy Respondents customers who answered the advocacy question (count). Total Advocacy Satisfied Surveys count of customers who gave a score of 9 or 10 to the advocacy question. Overall Categories will display when collapsed; expand to see all questions within a category. Unless noted, most questions are % Overall Dealership only one question displays in this category a. Facility - Quality of the dealership s facility in terms of comfort, cleanliness, and condition 2. Service Pickup a. Multi-Point Inspection - This will display when category is collapsed b. Explanation of Work and Charges c. Fairness of Charges d. Time Estimate - Accuracy of the length of time to complete the service 3. Category: Service Advisor Satisfaction a. Overall Service Advisor - Overall Satisfaction with the Service Advisor. This question will display when this category is collapsed b. Cost Estimate (provided a cost estimate prior to performing any work on your vehicle) c. Understanding and Documentation (thoroughly understand and document your service request) d. Progress and Completion Updates e. Cost Estimate Satisfaction 4. Category: Repair Quality a. FFV (% Yes) was the vehicle Fixed First Visit. This will display when category is collapsed b. Thoroughness Thoroughness of Work Performed c. Condition and Cleanliness of Vehicle 5. Category: Treatment a. Feeling Valued This will display when the category is collapsed b. Length of Time (it took to complete the service) c. Courtesy and Professionalism (of dealership personnel) d. Drop-off Time - Timeliness of drop-off process 26

27 6. Scheduling a. Ease of Scheduling - This will display when the category is collapsed b. Method of Scheduling Called (% of all methods) c. Method of Scheduling Internet (% of all methods) d. Method of Scheduling Dropped By (% of all methods) e. Average # of Days Wait (waited for appointment from day scheduled) f. Satisfied with Wait (days waited for appointment) 7. Alternate Transportation a. Leave Vehicle did you need to leave your vehicle? (% Yes) b. Offered a Loaner (% of all offers of transportation) c. Offered a Shuttle (% of all offers of transportation) d. Offered other (% of all offers of transportation) e. No offer of alternate transportation (% of all offers of transportation) The criteria selection includes: a. Report Period MTD, 1 Month, 3 Month, YTD, 12 Month b. Report Month March 2014, February 2014.March 2013 c. Event Type Sales, Service 27

28 Employee Survey Detail Report In addition to drilling down within the report to view the customer scores for each advisor and/or technician, a new pop-up report has been added so the user can print or download the individual employee report. 1. Within the Employee Management Report, click the spy glass next to the individual employee s name. 2. The Employee Survey Details report will pop-up into a screen. 3. Use print to print to PDF or export to download to an excel file. 4. The excel file will display all data which is normally in the collapsed view 28

29 Disposition Summary Report Sales or Service The Disposition Summary report for Sales or Service is found by rolling over Manage Sales or Manage Service and clicking on the link. This report displays a more detailed view of the counts or percentages, depending on the view selected, of the information presented in the Sales or Service Disposition Summary on the Dashboard. Several of the columns are drillable to the Disposition Detail report, filtered to the records that are contained in the selected count. Information also displays for the MTD and each of the prior 13 months. At the top of the report it also displays Surveys In Process and Undeliverable (MTD only) surveys. Surveys In Process have been ed and are awaiting completion. Undeliverable (MTD) only) surveys were ed but the address was unable to be delivered to or was on the vendor s do not contact list. Current MTD column now includes Surveys Pending Closed Loop. These are Hot Alerts which are either not closed (still within the 7-day expiration period) or closed and the Closed Loop survey has not been returned. Columns from left to right: 1. Report Month 2. Records Received displays counts only in both views 3. Records Excluded Items (four columns): a. Sample too Old drillable (Sales only) b. Moratorium drillable (Service only) c. Opt-Out Restrictions drillable d. Not Sale or Lease drillable e. Other drillable 4. Records With No Contact Information drillable 5. Surveys Sent % (column in percentages view only) 6. Surveys Sent displays counts only in both views 7. Surveys without Response drillable for Dealer 8. New: Surveys Pending Closed Loop drillable 9. Surveys Completed drillable 29

30 Disposition Detail Report Sales or Service The Disposition Detail report for Sales or Service is found by rolling over Manage Sales or Manage Service and clicking on the link. This report displays a detailed view of the records contained in the counts in the Disposition Summary report, at the individual record level. It automatically filters for records that were excluded due to having no contact information when entering through the Manage Sales or Manage Service menu. When entering through a link on the Disposition Summary report, it displays those records contained in the selected count. Columns from left to right: 1. Customer Name 2. VIN 3. Contact Information (absent in No Contact Info view) 4. Survey Sent Date 5. Disposition 6. Description 7. Sales Consultant (Sales only) 8. Service Advisor (Service only To change the report criteria a. Event Type Sales, Service b. Search by Criteria a. Report Month b. Disposition c. Description the Disposition selected determines which Descriptions you can use for filters c. Search by Case (cannot filter by both name and VIN; must filter by one or the other) a. Customer Last Name b. VIN (Last 8) 30

31 To view contact information on specific records, click on the icon in the Contact Information column. A pop-up will display: 1. Customers full VIN 2. First Name 3. Last Name 4. Phone number this is for reference only. No customers are surveyed via phone anymore. 5. this is the most recent address used to contact the customer for an online survey, and it is pulled from COIN. 6. Prior Addresses these are the addresses attached to this record prior to the most recent address used. It could be the address in COIN when the record was first sent to the vendor and/or the address pulled from COIN prior to sending the initial online survey invitation later the same day. Note: If you export the report, all contact information will display in the resulting report. 31

32 Comment Summary Reports The Comment Summary reports are found by rolling over Manage Sales or Manage Service and clicking on the link. This report defaults to aggregate counts of the All Customer Comments about My Dealership assigned to comments on the Sales or Service survey; there is also a filter option for All Event Types. These comments are generated from follow-up questions to: 1. Dealer Satisfaction 2. Vehicle Satisfaction 3. Dealer Suggestions 4. Rejecting Customer (Sales only - Did you shop at any other CDJRF dealer? Why didn t your purchase there?) 1. Purchasing Customers about My Dealership: These comment categories are based on the actual customer service or sales experience. 2. Rejecting Customers comments about My Dealership: Comments from customers who shopped at the subject dealership but did not purchase a vehicle. These comments are for Sales events only. 3. All Customers comments about My Dealership: All comments from both Rejecting and Purchasing Customers based on their dealership experience. 4. All Customer comments about the Vehicle: These comments generally come from the open-end question which is a follow-up to the Vehicle Satisfaction question or Dealer Rejecting customers. 32

33 Columns from left to right: 1. Area 2. Category 3. # Mentions 4. # Negative 5. # Neutral 6. # Positive 7. Sentiment The sentiment bar graphic is clickable and opens a pop-up with a trend chart with historical data Each line can appear and disappear by selecting its corresponding name from the legend below the graph. Sentiment for Comment Summary Report The sentiment analysis for a comment (negative, positive, or neutral) is calculated by: (number of positive terms) / (number of positive terms + number of negative terms), taking into account: Negations ( happy is positive; not happy is negative) Exceptions ( nice is positive; would have been nice is negative) Modifiers ( courteous is positive; very courteous is more positive) Question Context ( Staff attitude. is positive in response to What was positive about your experience? ; Staff attitude. is negative in response to What was negative about your experience? ) Sentiment is calculated per sentence 33

34 Comment Detail Report The Comment Detail report for Dealer Treatment Sales or Dealer Treatment Service is found by rolling over Manage Sales or Manage Service and clicking on the link. Comment Details can be viewed at the dealer level only. When entering through a link on any Comment Summary report (dealer level only), it displays those records contained in the selected count. Comment Detail report can be accessed by using the Change Selection button or coming in through the corresponding Comment Summary report. This report has been reorganized Each comment appears once. All the applicable categories are detailed in the Category section. The number system delineates the comment phrase that fell into the specific category. The verbatim question is included to help put the comment into context. The Sentiment of that phrase is reflected in the number color within the comment section: o Green Positive Black Neutral Red--Negative Columns from left to right: 1. Customer Name (not on Rejecting Customer) 2. Survey Date 3. Sales Consultant (not on Rejecting Customer) or Service Advisor 4. Service Technician (service only) 5. Verbatim Question - the question that generated the comment 6. Comment 7. Category 34

35 To change the report criteria a. Event Type Sales, Service or All b. Comment Type a. Purchasing Customers about My Dealership, b. Rejecting Customers comments about My Dealership c. All Customers comments about My Dealership d. All Customer comments about the Vehicle c. Area d. Category (options defined by the Area selected) e. Sentiment All, Negative, Neutral, Positive f. Report Month g. Report Period view 1. Click on the Customer Name to view the Alert Resolution page which displays the survey and customer details. 2. Click on the employee name to view the comments for that employee. The comment results will be filtered using the same criteria of the previous report; filters display at the top of the report. 35

36 Appendix 36

37 2018 Goal Methodology (Normalization Method) 2018 Customer Experience goals have been calculated for specific Sales and Service measurements: Sales: - Sales Advocacy - Overall Sales Consultant - Overall Delivery Service: - Service Advocacy - Overall Service Advisor - FFV 1. A fixed improvement on the gap methodology was used to calculate goals at the National level, which then translates down to a calculated dealership goal. For the Sales Advocacy, a 1.5 point improvement was calculated at the National level based on the Dec MO score. For Service, a 3.3 point improvement was applied at the National level, based on the Dec MO score. Each dealer was then assigned a unique goal, whereby no dealer received a goal above 95.0% or a goal below BC Sales Group average with a floor of 75%. It then looks at the desired/expected National score and its relationship to the dealer score. The calculation applies to the Entire Market (CJDR+FIAT). Goal calculations are based on data as of December Example: a National Service Advocacy Score (Dec 12MO) = 81.7% b. Improvement Points = 3.3 pts. c. Expected National Advocacy Score (Goal ) = 85.0% 3. Dealer Score = 80% 4. The 5 point gap between the National Goal and the Dealer Score represents a 25% Improvement on the Gap 5. This Dealer is then tasked with 25% Improvement on the Gap Target based on their 2017 (Dec 12 MO) Performance [Dealer Goal= Current Score + Improvement on Gap] 6. Steps 2 to 4 are repeated for all dealers to apply Improvement on the Gap to their 2017 (Dec 12 MO) performance to calculate the dealer goal. 7. For all dealers, if the dealer goal based on the above method falls below the 2017 BCSG performance then dealers are assigned the 2017 Business Center Sales Group performance as their new dealer goal, if the BC group average is below 75%, they are assigned 75% 8. New or buy/sell stores or dealers with no data in 2017 receive the 2018 BCSG Goal as their dealer target (New Dealer Goal = 2018 BCSG Goal). 37

38 9. National/BC/District (Sales/Service) Targets are calculated by summing up (rolling up) all the targets within the each BC/District (Sales/Service) respectively All remaining goals identified in the Customer Experience Dashboard are based off a dealer s performance compared to their BC Sales Group Average. 38

39 Exporting Reports to Excel Due to changes to Microsoft security settings, you must use the following steps when exporting CX Dashboard reports to Excel: Click on the Export link at the top right of the web page. When the file downloads, instead of opening the file, save it first by selecting Save As and saving it to your desired location. Go to the file in the location and right-click on the file; then select Properties from the menu. 39

40 You should see a dialog box like this: Click on the Unblock button near the bottom and click OK. Now try to open the file. You will get the same first error message you received before ( If you are trying to open ), but if you click Yes, it should now open. 40