CX Survey Dashboard
Where can you find a link to Stellantis specific reference guides, training videos, quick start guides and the full list of CX Survey questions?
"Customer Experience Dashboard Resources" link on DealerCONNECT and "Information and Resources" link on the CX Survey Dashboard Homepage
Which of the following responses can trigger a Sales case?
All of the above
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 Survey Dashboard?
DealerCONNECT
Which report provides more information about the status of your dealerships CX Surveys and is a high level snapshot of sample and invitation data?
Disposition Report
Who plays a role in creating a positive customer experience at your dealership?
Everyone
What should you do in the time between the close of the sale or completion of service and the CX Survey invitation being sent?
Follow up with the customer to ensure their needs were met
The Net Promoter Score (NPS) is based on the responses to which question?
How likely are you to recommend the dealer for sales or service
The CX SSI and CX CSI ___________ Scores are calculated at the dealership level to measure overall experience
Index
A negative verbatim comment will __________ trigger a case
Not- Always
The large number at the top of the CX Survey Dashboard homepage are the _________ Scores
Not- Net Promoter
If the available resources and bonus materials do not provide the answer you seek, you should __________________
Not- ask your dealerships administrator
Unintentionally forgetting to verify and update a customers contact information during a Sales or Service visit could possibly be considered _________ survey interference.
Not- direct
Once a customer submits the CX Survey, the results goes in the CX Survey Dashboard within __________
1 to 2 hours
Intentionally providing inaccurate contact information in NVDR/COIN to prevent an unhappy customer from receiving a survey is ____________ interference
direct
After a case has been triggered, it is critical to contact the customer within _______
24 hrs
How long after Stellantis receives the record of a Sales or Service visit will the customer receive their survey invitation?
3 days
Hoe long does the CX Survey Dashboard retain survey disposition data?
30 days
Once received, how long does a customer have to complete and submit the CX Survey?
30 days
A positive Net Promoter Score (NPS) means that your dealership has _________
more promoters than detractors