HyundaiCX.com The new Customer Experience Platform replacing HyundaiCustomerInsights.com Quick Reference Guide

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1 HyundaiCX.com The new Customer Experience Platform replacing HyundaiCustomerInsights.com Quick Reference Guide Log In Process: There will be 2 ways to access the site. 1. By clicking the HyundaiCX Survey on Hyundaidealer.com or 2. By directly logging onto HyundaiCX.com. Each way will require a logon and password. The Username will be your HMAID# and you will be asked to create your own password. Logons are generated for active employees based on data input received from Hyundaidealer.com > SALES > Web DCS > Admin > Dealer Management > Personnel Enrollment/W9 screens. We specifically look at Primary Job Role, HMAID#, Employee Name, and Addresses. Upon launch, each active dealership employee will receive an from The Medallia Team with instructions to logon. < HMA ID < Users will create password at log in Your HMAID will be your username and it will ask you to generate a custom password. You are encouraged to save HyundaiCX.com to your favorites for easy reference and future access. If an employee does not receive an initial , have them talk to their Dealer Administrator to ensure they are setup properly on Web DCS > Personnel Enrollment screen. They must be active with a valid address. Wait 24 hours after the Personnel Enrollment screens have been updated before attempting to log on. Go to HyundaiCX.com, type in your username and click Reset your password. You will receive an within an hour to create your password. HyundaiCX Dashboard: The dashboard is designed to quickly see your current surveys and opportunities to improve sales, profits and the customer experience. The dashboard is specific to roles in the dealership. Dealership Management will see a summary of the dealership outlining top opportunities with: HPI, SSI, Rejecters, People, Social Media (DealerRater), Verbatim, and Mystery Shops. From the Service perspective, you will be able to measure HSE, various Service indices, and Alert Closure metrics. Both Sales & Service People will have their own login and their dashboard will be specific to their surveys and improvement opportunities. Sales Dashboards:

2 Service Dashboards: Viewing Surveys: You can access your surveys from the dashboard OR by selecting Surveys at the top of the screen. Select the time period and it will bring up all surveys hitting that criterion. You can also search by person in the Segment section. Closing the Loop with Survey Alerts: To help dealers follow-up and resolve customer issues, the new system will automatically forward low scoring surveys to management attention to follow-up with the customer to Close the Loop. The current threshold for a low scoring survey will be < 800 on HSE and < 700 for HPI. The associated Sales/Service Manager will begin the alert process; he/she will have 3 days to contact the customer and 10 additional days to resolve the alert. This can be done through a computer or mobile device which gives management the ability to quickly respond with a push of a button (CALL) or by using templates to communicate with the customer. The alert must be closed in Hyundai CX after follow-up has been completed or escalation will continue. If the customer follow-up process is not started within 3 days, it will be forwarded to the General Manager and then the DSM two days later for resolution. If still no action for two days, the alert will be escalated to the regional manager. If an alert is left In progress for more than 10 days it will be escalated to the regional manager. If there is no response from the customer, it is best to make note of that in the activity log section. How to close the loop: 1. Review the sale with the alert. 2. Take necessary action to resolve the issue. 3. Click Edit Case from Surveys>Detail 4. Select the issue root cause. 5. Select the resolution type. 6. Add a description of the situation in the comment field. 7. Click Update Contact Report 8. Click Close Alert 9. Add additional comments and click Done 10. Alerts may be assigned to a salesperson using the Owner drop down menu. *See Alert Guide in the Resource tab for further instruction.

3 Mulligan Process: The mulligan process has changed and now gives dealers more opportunity to remove the lowest scoring survey on a monthly basis. Here is how it works. With a minimum of 5 survey returns per month, every dealer will receive 1 mulligan automatically each month. The lowest scoring survey will automatically be removed requiring no work by the dealer. For every 50 survey returns in a given month, dealers can earn an additional mulligan. Again the lowest scoring survey will automatically be removed. There will be no more carry over feature of survey returns into the next month. Flexibility: Dealers will have one day after survey close month (on the 27 th, or if that falls on a weekend the coming Monday) to request a swap of mulligan. This means you can swap the lowest scoring survey for a different survey at that time. Here is how this is accomplished: 1. Go to the Surveys tab on HyundaiCX. 2. Search by VIN or sort by score to find the survey you would like to switch the mulligan to. You can find Automatic- Mulligans by using the Survey Status search filter under Segments. 3. Double click the survey to go to the survey s Detail page. 4. Click Edit Case and under Mulligan Override change Non-Mulligan to Mulligan 5. *In the comment section, put the VIN of the automatic-mulligan you want the new mulligan to replace. (e.g. Replaces: 8CCCC0LB5DG ) This lets the HMA admin know which automatic mulligan to reactivate. If you do not submit a valid automatic-mulligan in the comment section, your request will be denied. 6. When finished, click Update Contact Report 7. All mulligan appeals will be processed 2 days after the survey close month. Key Reports and Tables: Many key reports from Hyundaicustomerinsights.com will be transferred over to the new site. These include: 1. T5 Salesperson Report - Dealer Level: The T5 Report allows you to compare salesperson scores at your dealership. *Located: Reports Tab / T5 Tab 2. T12 Report: The T12 allows you to compare your dealership to District, Regional, and National levels. *Located: Reports Tab / T12 Tab 3. T6 Employee Report Card: This is a great tool to help Sales Managers coach Sales people with lower performing scores. *Located: Reports Tab / T6 Tab 4. Survey Status Report: Use this report to check the status of HPI and HSE surveys sent to your customers. *Located: Survey Status Tab 5. Rejecter Report: The Rejecter report provides insights into why customers rejected your dealership before purchasing a Hyundai from another dealership within your PMA (Primary Market Area determined by the distance from the customer's address to the dealership). *Located: Sales Tab > Rejecter Tab

4 Resource Section: Sample Survey Allows users to see a sample of the survey customers will take. Sample Invitation Allows users to see a sample of the inviting customers to take a survey. User Guide (TBD) A comprehensive guide for using the HyundaiCX platform. Coming soon. Training Videos Recorded training sessions will be available to view at any time. Mulligan User Guide Reviews and outlines the mulligan process from a dealership s perspective. Contains step-by-step instruction for the mulligan appeal process. HPI & HSE Open and Close Dates This table is essential for understanding how monthly scores are calculated. Alert Guide This guide details the alert process and includes a step-by-step guide for handling new/existing alerts. Survey Timeline - Printing/Exporting/Bookmarking: Bookmarking: The bookmark function allows you to save complex filters for later use. Navigate to the icon directly to the left of the log out button. Click Bookmark this page and create a title. Bookmarks are specific to unique user logins. Printing/Exporting: The button to the left of the bookmarks icon allows you to print or export to either a pdf or Excel format (Excel for tables). Many reports will be changed into a more export friendly format. Survey Manipulation: The following things will be considered survey manipulation and may cause dealership management and/or dealership personnel to be removed from any Hyundai incentive program, such as the Sales STAR Program. Creating fictitious addresses on the RDR Taking surveys for or on behalf of customers Having customers take surveys at the dealership location Having customers take surveys in your presence Important Processing Times/Dates: Month-end System Close Date Month-end System Close Time Mulligan Appeal Date (dealer) Month Starts On Surveys Processed Daily 26 th of each month, even when it falls on the weekend 11:59 PST on the day of month end 27 th of each month, unless this falls on the weekend in which it would be Monday 27 th of each month Real-time (Please allow up to an hour for the website to update)

5 2016 Calendar: