CXEXAM CX DASHBOARD TUTORIAL

ONCE A CUSTOMER SUBMITS THE SURVEY, THE RESULTS POST TO THE CX DASHBOARD WITHIN, _____________

1 TO 2 HOURS

AFTER A CASE HAS BEEN TRIGGERED, IT IS CRITICAL TO CONTACT THE CUSTOMER WITHIN _________

24 HOURS

HOW LONG AFTER STELLANTIS RECEIVES THE RECORD OF A SALES OR SERVICE VISIT WILL THE CUSTOMER RECEIVE THEIR SURVEY INVITITATION?

3 DAYS

ONCE RECEIVED, HOW LONG DOES A CUSTOMER HAVE TO COMPLETE AND SUMIT THE SURVEY?

30 DAYS

HOW LONG DOES THE CX DASHBOARD RETAIN SURVEY DISPOSITION DATA?

90 DAYS

REGARDING THE CX DASHBOARD, WHICH OF THE FOLLOWING WILL GENERALLY REMAIN THE SAME?

BASIC FUNCTIONALITY

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

ONCE YOU HAVE RESOLVED THE CASE, BE SURE TO SELECT __________ FOR THE CASE STATUS

CLOSED

IF THE AVAILABLE RESOURCES AND BONUS MATERIALS DO NOT PROVIDE THE ANSWER YOU SEEK, YOU SHOULD ___________________

CONTACT THE INMOMENT DEALER HELP DESK

THE LARGE NUMBERS AT THE TOP OF THE CX DASHBOARD HOMEPAGE ARE THE ___________ SCORES

CX INDEX

WHERE CAN DEALERSHIP PERSONNEL ACCESS THE CX DASHBOARD?

DEALERCONNECT

INTENTIONALLY PROVIDING INACCURATE CONTACT INFORMATION IN NVDR/COIN TO PREVENT AN UNHAPPY CUSTOMER FROM RECEIVING A SURVEY IS ____________ INTERFERENCE

DIRECT

WHICH REPORTS CAN HELP YOU KEEP TRACK OF HOW YOUR DEALERSHIP'S PERSONNEL ARE PERFORMING?

EMPLOYEE REPORTS

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 ENSURRE THEIR NEEDS WERE MET

THE CX SSI AND CX CSI ___________ SCORES ARE CALCULATED AT THE DEALERSHIP LEVEL TO MEASURE OVERALL EXPERIENCE

INDEX

A POSITIVE NET PROMOTER SCORE (NPS) MEANS THAT YOUR DEALERSHIP HAS ____________

MORE PROMOTERS THAN DETRACTORS

WHICH REPORT PROVIDES MORE INFORMATION ABOUT THE STATUS OF YOUR DEALERSHIP'S SURVEYS AND IS A HIGH-LEVEL SNAPSHOT OF SAMPLE AND INVITATION DATA?

NOT-CUSTOMER RESPONSE REPORT

ON THE CASE MANAGEMENT FORM, CLICK THE ____________ TAB TO SEE THE FULL DETAILS OF THE CUSTOMER SURVEY THAT TRIGGERED THE CASE

RESPONSE

UNINTENTIONALLY FORGETTING TO VERIFY AND UPDATE A CUSTOMER'S CONTACT INFORMATION DURING A SALES OR SERVICE VISIT COULD POSSIBLY BE CONSIDERED ______________ SURVEY INTERFERENCE

SEVERE

IN THE SALES CONSULTANT SCORES SECTION OF THE EMPLOYEE REPORT, A ____________ COLOR CODE MEANS THE EMPLOYEE IS PERFORMING BELOW THE DEALERSHIP AVERAGE

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