ss24cxwb cx survey dashboard

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

Case Exploration

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 dealership personnel access the CX Survey Dashboard?

DealerCONNECT

Where can you find the CX Survey Response Rate report?

Under Disposition Reporting

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

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 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

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

A rolling 90 days

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

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

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 email notifications when new cases are generated?

From the name dropdown menu, select the View Profile icon, add your preferred email address and click Save

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

Gauge

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

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?"

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

View Details

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

A negative verbatim comment will ________ trigger a case.

not

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.)

not - Case Management not - Field Reporting

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

not - Case Management / not - Field Reporting

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

not - Employee Reports/ not- Disposition Reports

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

not - on DealerCONNECT not-under the Name pulldown menu not- by clicking the 9-dot "App" menu button

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

number of surveys delivered