SS24CXWB - 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

How long does the CX Survey Dashboard retain survey disposition data?

A rolling 90 days

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

Ask your dealership's administrator to add you to the distribution list Call or email the CX Survey Dashboard Help Desk Use the Filters icon to pick which emails to display From the name dropdown menu, select the View Profile icon, add your preferred email address and click Save***

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

Which reports show your dealership's KPI ranking within your District and can help you create action plans to improve your scores and rankings?

Coach Reports*** Manager Reports Employee Reports

In Disposition Reports, the "Not Delivered Reason" column helps you identify why a survey email was not delivered. What can you do with that information?

Contact the customer for an updated email address, or have them opt-in to receive future surveys

Which tool allows you to use advanced search functions to look at both structured and unstructured verbatim comments and data responses?

Data Exploration

Which tool enables you to search through customers' verbatim comments?

Data Exploration

Where can dealership personnel access the CX Survey Dashboard?

DealerCONNECT

Which report provides more information about the status of your dealership's CX Survey invitations?

Disposition Report

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

Everyone

Which tool gives you easy access to the most frequently used reports?

Field Reporting

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

The Net Promoter Score (NPS) is based on the responses to which question?

How likely are you to recommend this dealership?

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

Index

The Sales and Service _________ scores (CX SSI and CX CSI) are calculated at the dealership level to measure overall experience.

Index

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

Offer the customer free oil changes for life Follow up with the customer to ensure their needs were met***** Ask the customer for referrals Coach the customer on how to answer the survey

Which tool in the CX Survey Dashboard "App" menu allows you to view your business listing reviews and respond directly to your customers' comments. (The data in this tool does not impact your CX incentives or rewards programs.)

ReviewTrackers

After a Sales or Service case trigger has been met, what else has to happen for a case to be created?

The customer must answer "Yes" to the follow-up question, "Do you want to be contacted by the dealer, based on your feedback?"

Where can you find the CX Survey Response Rate report?

Under Disposition Reporting*** On the Homepage In Field Reporting

While in Card View, you can see the full survey response by clicking _________.

View Details

If the available CX Survey Dashboard resources and bonus materials do not provide the answers you seek, you should _____________.

ask your dealership's administrator post a message on social media contact the InMoment Dealer Help Desk via email, phone or web form****

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

contact the InMoment Dealer Help Desk

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

direct

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

direct indirect*** severe

A dashboard type of report, which presents the data with interactive charts and graphs, is designated by a _______ icon.

gauge***** list

Once a customer submits the CX Survey, the results are uploaded to the CX Survey Dashboard ___________.

in real time*** in 5 business days

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

indirect

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 invitation?

3 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

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

more promoters than detractors

A negative verbatim comment will ________ trigger a case.

not

Response Rate is calculated by dividing the number of completed survey responses by the ___________.

number of surveys delivered

Links to launch the various tools in the CX Survey Dashboard are available on the Homepage and also ___________.

on DealerCONNECT under the Name pulldown menu by clicking the 9-dot "App" menu button*****