SS24CXWB - CX SURVEY DASHBOARD
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
If the available CX Survey Dashboard resources and bonus materials do not provide the answers you seek, you should
Contact the InMoment Dealer Help Desk via email, phone or web form
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
Where can you find a link to Stellantis-speciffic reference guides, training videos, quick start guides and the full list of CX survey questions?
Customer Experience Dashboard Resources link on DealerConnect
Which tool enables you to search through customer's verbatim comments?
Data Exploration
Which tools allows you to use advanced search functions to look at both structured and unstructured verbatim comments and data responses?
Data Exploration
Where can dealership personnel access the CX Survey Dashboard
DealerConnect
Which report provides more information about the status of your dealerships CX Survey Invitation?
Disposition Report
Which tool gives you easy access to the most frequently used reports?
Field Reporting
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
How do you opt-in to receive notifications when new cases are generated?
From the name dropdown menu, select the View Profile icon, add your preferred email address and click save
The Net Promoter Score (NPS) is based on the responses to which question?
How likely are you to recommend this dealership
The Sales and Service _______ scores (CX SSI and CX CSI) are calculated at the dealership level to measure overall experience
Index
Where can you find the CX Survey Response Rate report?
Maybe - In Field Reporting, Not > In data Exploration
Response Rate is calculated by dividing the number of complete survey reposes by the __
Number of surveys delivered
Which tool in the CX Survey Dashboard "App" menu allows you to view your business listing reviews and respond directly to your customer comments (The data in this tool does not impact your CX incentives or rewards program)
Review Trackers
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 questions. Do you want to be contacted by the dealer, based on your feedback"?
While in Card View, you can see the full survey response by clicking___
View Details
Links to launch the various tools in the CX Survey Dashboard are available on the Homepage and also______
by clicking the 9-dot "App" menu button
Intentionally providing inaccurate contact information in NVDR/COIN to prevent an unhappy customer from receiving a survey is ___ interference
direct
Once a customer submits the CX Survey, the results are uploaded to the CX Survey Dashboard ____
in real time
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 new Promoter Score (NPS) means that your dealership has _____
more promoters than detractors
A negative verbatim comment will ___ trigger a case
not
