CXEXAM22 - CX Dashboard Tutorial

Where can you find a link to Stellantis-specific reference guides, training videos, quick start guides and the full list of CX survey questions?

"Information and Resources" link on DealerCONNECT and on the CX Dashboard Homepage

After a case has been triggered, it is critical to contact the customer within __________.

24 hours

Regarding the CX Dashboard, which of the following will generally remain the same?

Basic functionality

The large numbers at the top of the CX Dashboard homepage are the _________ Scores.

CX Index

How do you opt-in to receive email notifications when new cases are generated?

Click the Profile icon in the left navigation panel to select your notification settings

Where can dealership personnel access the CX Dashboard?

DealerCONNECT

Which report provides more information about the status of your dealership's surveys and is a high-level snapshot of sample and invitation data?

Disposition Report

Which reports can help you keep track of how your dealership's personnel are performing?

Employee Reports

Who plays a role in creating a positive customer experience at your dealership?

Everyone

Which CX Dashboard functionality helps sift through survey data?

Filters

What should you do in the time between the close of the sale or completion of service and the survey invitation being sent?

Follow up with the customer to ensure their needs were met

On the Case Management Form, click the _________ tab to see the full details of the customer survey that triggered the case.

Response

After updating the Case Management Form, which button should you click to make sure the systems keeps your changes?

Save

Once you have resolved the case, be sure to select _________ for the Case Status.

closed

Intentionally providing inaccurate contact information in NVDR/COIN to prevent an unhappy customer from receiving a survey is _________ interference.

direct

A positive Net Promoter Score (NPS) means that your dealership has ___________________.

more promoters than detractors

How long after Stellantis receives the record of a Sales or Service visit will the customer receive their survey invitation?

not 10 days

Once a customer submits the survey, the results post to the CX Dashboard within ___________.

not 24 Hours 1 to 2 hours

Once received, how long does a customer have to complete and submit the survey?

not 90 days not 14 days 30 days?

The CX SSI and CX CSI __________ Scores are calculated at the dealership level to measure overall experience.

not Advocacy

How long does the CX Dashboard retain survey disposition data?

not One year not six months

If the available resources and bonus materials do not provide the answers you seek, you should _________________.

not ask your dealership's administrator

Unintentionally forgetting to verify and update a customer's contact information during a Sales or Service visit could possibly be considered ___________ survey interference.

not direct indirect

In the Sales Consultant Scores section of the Employee Report, a _________ color code means the employee is performing below the dealership average.

not red yellow?