Nissan Voice of the Customer
How soon after vehicle RDR or RO closure are customers sent an Owner First Survey?
14 days
How long after a sale is the Quick Pulse survey sent to a customer?
2 days
How long after a service experience is the Quick Pulse survey sent to a customer?
2 days
Within what period of time must someone respond to a Hot Alert?
24 hours
How many questions does the sales Quick Pulse survey have?
3
How many questions does the service Quick Pulse survey have?
4
What happens if a customer experience is rated "below expectations" or "well below expectations" on a Quick Pulse survey?
A Hot Alert is sent to the Dealership
What triggers a Quick Pulse survey? Choose all that apply.
A service repair order A vehicle purchase
Which online Dealer review sites does the Nissan Reputation Management program monitor? Choose all that apply.
Google Business Profile Cars.com CARFAX DealerRater
What are some of the Key Performance Indicators that the Owner First Survey focuses on?
How well the Sales Consultant understood a customer's needs Whether the Sales Consultant used technology, such as a tablet, during the sale process Whether the Sales Consultant reviewed the MyNISSAN app/Quick Reference Guide
How can you and your team use the Quick Pulse and Owner First Survey results? Choose only two.
Monitor Owner First Survey results to hone performance and consistently satisfy customers Review Quick Pulse to spot immediate customer concerns and Owner First Survey to hone the sales process
What is one goal of the Quick Pulse survey?
To help identify concerns so you can remedy them quickly
What happens if no action is taken on a Hot Alert within 3 days?
The alert status changes to "Escalated"
Which are examples of unacceptable survey influence that could result in a Sales Consultant or Service Advisor being suspended from incentive programs? Choose all that apply.
Offering something in exchange for high survey scores Instructing a customer to award only the highest scores on the Owner First Survey Offering to complete the Owner First Survey for the customer
Which two surveys fall under the umbrella of "Voice of the Customer?"
Quick Pulse and Owner First
What is a best practice when talking to customers about surveys?
Remind them about the surveys during Follow-Up
Customer feedback can help you ____________. Choose all that apply.
Resolve concerns Increase your base of loyal customers for repeat and referral business Thank customers for positive input, which can strengthen the relationship Identify process strengths and areas needing improvement
