Alfa Romeo CLIENT EXPERIENCE SITE USER GUIDE

Transcription

1 Alfa Romeo CLIENT EXPERIENCE SITE USER GUIDE 1

2 Contents Client Experience (CX) Dashboard... 3 CX Dashboard Reports...3 Basic Functionality... 4 Top Navigation Menu... 6 News... 7 FAQ... 7 Resources... 7 Dashboard...8 Key Performance Indicators... 8 Sales Advocacy... 9 Overall Sales Consultant... 9 Service Advocacy... 9 Overall Service Consultant... 9 FFV... 9 Key Performance Impact...Error! Bookmark not defined. Survey Disposition Summary... 9 Trends Alert Summary Reports Client Management Report Alert Summary 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

3 Client Experience (CX) Dashboard The Client Experience Dashboard website for Alfa Romeo will be used to provide timely, actionable, and easy to access client survey results to support ongoing continuous improvement activities. The system provides client detail for surveys. In addition to this guide, site users can call or for assistance during normal business days, 8:30 am to 5:00 pm EST. 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 Client Experience tab. The Client Experience Dashboard and Survey Dealer Help Desk can also answer general questions concerning the Client Experience (CX) Survey. This number is for dealers only and may not be given out to clients. There is no staff available at this number to handle client requests. During the initial login to the website, the dealer will have the option to select either Alfa Romeo or FIAT. After the user has logged in, they will see the access to either website on the top menu; viewing Alfa Romeo data they will see a toggle link to the FIAT Dashboard and viewing FIAT they will see the Alfa Romeo link View in FIAT 3

4 CX Dashboard Reports When the user clicks the Customer Experience (CX) Dashboard link on either FieldConnect or 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 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 (DealerCONNECT) of BC-District Detail (FieldConnect) Alert Summary Report Alert Resolution Disposition Summary and Detail Comment Summary and Detail Basic Functionality Cell Shading When shading is applied Green= score of 9-10 Yellow = score of 7-8 Red = score below 6 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. 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. 4

5 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 Clients, Manage Sales, Manage Service, and Assistance links users can get to any report. 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 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. 5

6 Changing the Report Criteria You can select different criteria for the report you are viewing. This criterion is based on the 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. o 1 month is defined as the most recent completed month. o Rolling 3 month is defined by the last score-able month and previous 2 months. o Year to Date (YTD) is defined as January to the most recent completed month. o Rolling 12 month is defined by the last score-able month and previous 11 months. Each report 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 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: Click on Change Selection Select Report Month Report Month offers the most recently scored month, MTD, and the previous 13 months Select Report Period Report Period offers MTD (default when selecting MTD for Report Month), 1 Month, 3 Months, YTD, and 12 Months 6

7 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 Welcome/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 Client Experience Surveys, CX Dashboard Site User Guide and Client Dashboard Reference Manual 7

8 Dashboard The Dashboard is the landing page after clicking into the Client 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 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. Key Performance Indicators A graphic display of aggregate scores of key Client 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. 8

9 Sales Advocacy The client 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 client responses of 9 or 10/total number of surveys responses for this question multiplied by 100. Overall Sales Consultant The client is asked How satisfied are you with the overall experience with your Sales Consultant? Overall Sales Consultant score calculation is the total number of client responses of 9 or 10 divided by the total number of survey responses for this question. The resulting number is then multiplied by 100. Overall Delivery The customer is asked Now, thinking about the Sales process, please rate the following on a 0-10 scale where 0 means Completely Dissatisfied and 10 means Completely Satisfied, how satisfied are you with the Overall vehicle delivery experience? Overall Delivery score calculation = total number of customer responses of 9 or 10/total number of survey responses for this question * 100. Service Advocacy The client 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 client responses of 9 or 10/total number of survey responses for this question multiplied by 100. Overall Service Consultant The client is asked How satisfied are you with the overall experience with your Service Consultant? Overall Service Advisor score calculation is the total number of client 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 client is asked Was your vehicle fixed right the first time? This question represents FFV (Fixed First Visit). FFV score calculation = total number of client responses of Yes /total number of survey responses for this question multiplied by 100. Survey Disposition Summary This report provides a snapshot of the client 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: 9

10 Records Received = records received from the dealership via FCA Corporate. The counts for Records Received are based on the date we receive the NVDR record, not the sold date. If a vehicle is sold in March, but the NVDR is not received until April then that record will be in the April counts. Records Excluded = records that are removed due to business rules of the CX Survey. 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 The following exclusion rules are applied to Service records o o o o o o o o o o o o Service Duplicate VIN Model year is more than 7 years old Purchase Date is Invalid or in Invalid Format Duplicate VIN in Sale Sample Repair date more than 37 days old Moratorium (Sales) Client Pay only Moratorium (Service Contact) Dealer code not found in Dealer Master table Body Model Code not found in Model Master table Vehicle Brand is not Alfa Romeo FCA VIN Exclusion Request New Vehicle Prep Claim (Auto pay) 10

11 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 it s within the 7-day expiration date. Surveys Completed = surveys successfully completed by clients. This count is a % of Surveys Sent. Records received in March may be completed in April since the survey is available to the client for 10 days. 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. 11

12 Alert Summary A quick view of the current alerts is displayed in the Dashboard Alert Summary. The larger number to the right of the box is the total alert count. The Sales Alert Summary includes both Sales and 90 Day Ownership* surveys. The Service Alert Summary includes all service types. These counts will only include client 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. Reports Client Management Report Client Management Report is found by rolling over Manage Clients and clicking on the link, currently the default report you will see when logging in. Note: Two business days prior to first business day of the month is a freeze period and the MTD view will be the previous months data. The user should select his report provides detailed survey information for each client who completes survey. All columns are sortable by clicking on either the up or down arrow at the top of the column. The column information available: 12

13 1. Alert Status - If a survey has a client alert (score of 6 or lower for Brand Recommend, Vehicle Satisfaction, Dealer Satisfaction or Sales Consultant or Service Advisor), or a dealer 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 client Hot Alert, then the follow-up survey (Closed Loop) status icon will display. 3. Client Name/VIN Clicking on the client 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 client name, this icon will be removed. 4. Survey Posted Date is the date that the survey was posted to the website. In a case of a survey with a hot alert, this date will reflect the date that the Closed Loop was resolved. 5. Event Type will display if the survey was a Sales 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. 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. Overall Delivery - displays the actual survey score for the question How satisfied are you with the Overall vehicle delivery experience? These cells are shaded to the score. Green = 9 or 10, Yellow = 7 or 8 and Red = 6 or lower. 9. Sales Consultant Sat displays the actual survey score for the question How satisfied are you with the overall experience with your Sales Consultant? These cells are shaded to the score. Green = 9 or 10, Yellow = 7 or 8 and Red = 6 or lower. 10. Overall Service Advisor - displays the actual survey score for the question How satisfied are you with the overall experience with your Service Consultant? These cells are shaded to the score. Green = 9 or 10, Yellow = 7 or 8 and Red = 6 or lower. 11. FFV or Overall Facility displays the answer for the question was your issue fixed the first visit for service surveys for Service or did the dealer have adequate inventory for Sales. This is also the column which 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 question will not display. 12. Comment Indicator will display if there is an open-end comment to view. Click on the icon and the comment will display. 13. Comment Area will list the codes, or major categories, that were applied to the verbatim comment during the automated coding process. 14. Sales/Service Consultant, F&I/SVC Tech displays the name of the employee attached to that record. The criteria selection includes: 1. Event Type All, Sales or Service, optional Questions this is only available for Sales or Service Client Management menu. The user can select any one diagnostic question to display from the menu. (See screen shot of optional questions) 2. Alert Type All, No Action, In Progress, Closed 13

14 3. Employee a list of all dealership employees 4. Report Period Last 7 days, Last 14 days, Last scored month or an open date range using the Date Start and Date End 5. Date Start and Date End Displays calendar that allows user to select specific dates 6. Show All Comments Yes or No Client Management Report under Service or Sales Management. These reports will be limited to either Sales or Service clients and will include the optional question drop down. You can select any question that is currently on the survey (exception are the demographics and open end response), and the question response will display. The question will replace Overall Facility on Sales and FFV- fixed first visit on Service The export will display all columns as well as comments. 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 Client Management reports: No Survey - Hot Alert not closed within 7 days Survey Sent - Waiting for Response Survey Response Received No Response to Survey, Hard Bounce or Screened Out Opted-Out of Survey Alert Summary The Alert Summary is found by rolling over Manage Clients and clicking on the link. Totals by Status for both Hot Alerts and Closed Loop responses are at the top of the page. A Client Alert is an alert that can be generated based on a survey response of 3 or lower for Q1, Q2, Q3, or Advocacy or a verbatim response where the client mentions either a legal or safety concern. A Dealer Alert is one that the dealer proactively creates from the Web site. Dealer alerts can only be generated by dealership or field employees; they are not generated based from responses like the client alerts are. The defaults for the Alert Summary report period is 30 days and will show date range Clicking on the Client Name/VIN link will take the user to the Alert Resolution screen 14

15 The criteria selection includes: 1. Event Type All, Service or Sales 2. Beginning and Ending Dates 3. Alert Status All, Dealer Alerts Only, Client Alerts Without Progress, Client Alerts in Progress, Client Alerts Closed Alert Resolution Clicking on the Client Name/VIN in either the Alert Summary report or the Client Management report will take the user to the Alert Resolution and Manage Alert pages. This report displays the Alert Resolution History, Client Detail, and Survey Details. 1. Click on the down arrow next to History to see any dealer created action 2. Click on the down arrow next to Client Detail to see the client s name and contact information, vehicle information, and survey information. 3. Note: If the client s address is different than what is in COIN (Chrysler s owner information system) currently, this may be because someone in the dealership updated COIN after the NVDR or Service record were received for survey purposes. 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 15

16 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. The Closed Loop survey results were received. b. The seven (7) day period for a dealer to close the alert expired. c. The seven (7) day period for the client to return the survey expired. d. The client has sent FCA an opt-out request and the Closed Loop survey could not be sent. e. The Closed Loop survey invitation was a bounce back (delivery was not completed). f. The client selected the screening response disqualified them from completing the survey. View of Sales and Service Alert Resolution 16

17 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. List will be the same as what is in the current Web site. 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. 8. If you create an action to a record that is not a Client Alert, this will generate a Dealer Alert which will have a unique icon. This icon will display on the Client 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. 10. Close the alert by selecting the box that says Close Alert which will change both Client 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. 17

18 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 (Sales Consultant Satisfaction, Facility, Financial Process and Delivery) 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 arrow in the Score columns is based from the previous time period s score for that question. 5. Goal - This column will show the diagnostic question goal. Key impact questions have an annual goal and all other diagnostics is based on the Business center sales group scores. 6. Diff Numeric difference between the goal and the current score. 7. # of 9-10 (scores) or % or Yes scores. This is a ratio based on the overall scores received for that question. 8. Employees Clicking on this icon will drill into the Employee Management report. 9. Clients Clicking on this icon will drill into the Client Management report. The criteria selection includes: a. Report Period MTD, 1 Month, 3 Month, YTD, 12 Month b. Report Month March 2017, February March 2016 c. Event Type Sales, Service 18

19 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 (Treatment, Service Consultant Satisfaction, Service Pickup and Repair Quality) 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 from the previous time period s score for that question. 5. Goal - This column will show the diagnostic question goal. Key impact questions have an annual goal and all other diagnostics is based on the Business center sales group scores. 6. Diff Numeric difference between the goal and the current score. 7. # of 9-10 (scores) or % or Yes scores. This is a ratio based on the overall scores received for that question. 8. Employees Clicking on this icon will drill into the Employee Management report. 9. Clients Clicking on this icon will drill into the Client Management report. The criteria selection includes: a. Event Type Sales, Service b. Report Month March 2017, February 2017, etc. c. Report Period MTD, 1 Month, 3 Month, YTD, 12 Month 19

20 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 are % of 9 or 10, and customer will reflect the actual scores. 1. The user can drill down into employees to view results by clients 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 the score they need 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. Client (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 the Median of all Employees in the BC Sales Group Column Heading and Expanding Categories - Unless noted, most questions are % of 9-10 Alerts either count of alerts by employee or a display of the alert icon for individual client results. Sales Advocacy (% of 9-10) Total Advocacy Respondents clients who answered the advocacy question (count). Overall Categories will display when collapsed; expand to see all questions within a category. 20

21 1. Facility a. Facility overall b. Ease of looking at vehicles c. Appearance d. Comfort e. Follow through on commitments 2. Sales Consultant a. Sales Consultant Overall Sales Consultant satisfaction. b. Knowledge of vehicles c. Find vehicle to meet needs d. Courtesy e. Responsive f. Honest g. Tablet used (yes/no) h. Test drive (yes/no) 3. Financial Process a. Working out the deal (Overall) b. Ease of final price c. Clarity of explaining d. Timeliness of paperwork e. Fairness of price f. Professionalism 4. Delivery a. Delivery (Overall) b. Introduction to service staff c. Condition of vehicle at delivery d. Delivery time e. Timeliness of delivery 5. Features a. Bluetooth pairing b. Features explained c. Explain communication system d. Feature setup 21

22 The criteria selection includes: a. Report Period MTD, 1 Month, 3 Month, YTD, 12 Month b. Report Month i.e. March 2017, February 2017 c. Event Type Sales, Service 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 are mean scores, and client results are actual scores. 1. The user can drill down into the employee name to view results by individual clients. 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 client responses 22

23 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 % or scores of 9 or 10 unless otherwise noted Alerts either count of alerts by employee or a display of the alert icon for individual client results. Sales Advocacy (% of 9-10) Total Advocacy Respondents clients who answered the advocacy question (count). Overall Categories will display when collapsed; expand to see all questions within a category. Unless noted, most questions are % of Below are the questions within each category which will display when the category is open. All questions will be included in the excel download. 1. Facility a. Waiting area comfort b. Ease of driving/parking c. Cleanliness of dealership 2. Service Pickup a. Vehicle ready when promised b. Accuracy of cost c. Explanation of charges d. Explanation of work e. Timeliness of pick-up f. Fairness of charges 3. Service Advisor Satisfaction a. Service Consultant (Overall) b. Knowledgeable c. Thorough explanation d. Provided helpful advice e. Vehicle status f. Detailed cost estimate g. Tablet used 4. Repair Quality a. Fixed First Visit (FFV) b. Condition of vehicle c. Thoroughness of Work d. Time to complete 23

24 5. Scheduling a. Ease of scheduling b. Satisfaction with wait c. Method- Called d. Method- Internet e. Method- Dropped By 6. Alternate Transportation (updated as of July 27, 2017) a. Yes, free Loaner b. Yes, other transportation c. No, did not need d. No, none offered e. Offered Alfa Romeo 7. Treatment a. Timeliness of drop-off b. Courteous c. Responsive d. Complimentary inspection e. Focused on needs f. Helpfulness of staff g. Service Experience (Overall) The criteria selection includes: a. Event Type Sales, Service b. Report Month March 2017, February 2017, etc. c. Report Period MTD, 1 Month, 3 Month, YTD, 12 Month 24

25 Employee Survey Detail Report (Both Sales and Service Employee Management) In addition to drilling down within the report to view the client scores for each employee, 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 25

26 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. When in the counts view, several of the columns are drillable to the Disposition Detail report, filtered to the records that are contained in the selected count. It shows this information 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 and/or are being called on and do not yet have a final disposition. 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. Most records that are Undeliverable take two business days to switch from Surveys In Process to Undeliverable (MTD only). 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. 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 8. New: Surveys Pending Closed Loop drillable 9. Surveys Completed drillable To change the report criteria a. Event Type Sales, Service 26

27 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. 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. Client 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 can be filtered on c. Search by Case (cannot filter by both name and VIN; must filter by one or the other) a. Client Last Name b. VIN (Last 8) 27

28 To view contact information on specific records, click on the icon in the Contact Information column. A pop-up will display: 1. Customer s full VIN 2. First Name 3. Last Name 4. Phone number this is for reference only. No clients are surveyed via phone anymore. 5. this is the most recent address used to contact the client 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: To view all the customer contact information in the full detail report, download this report to excel. 28

29 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 1. Purchasing Customers about My Dealership: These comment categories are based on the actual customer service or sales experience. 2. All Customers comments about My Dealership: All comments from both Rejecting and Purchasing Customers based on their dealership experience. 3. 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 29

30 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 2. Survey Date 3. Sales Consultant or Service Advisor 4. Service Technician (service only) 5. Verbatim Question - the question that generated the comment 6. Comment 7. Category 30

31 To change the report criteria 1. Event Type Sales, Service or All 2. Comment Type 3. Purchasing Customers about My Dealership, 4. All Customers comments about My Dealership 5. All Customer comments about the Vehicle 6. Area 7. Category (options defined by the Area selected) 8. Sentiment All, Negative, Neutral, Positive 9. Report Month 10. Report Period view Click on the Customer Name to view the Alert Resolution page which displays the survey and customer details. 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. 31