CUSTOMER EXPERIENCE (CX) DASHBOARD AND SURVEYS Customer Experience (CX) Dashboard The Customer Experience

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    CUSTOMER EXPERIENCE (CX) DASHBOARD AND SURVEYS

    DealerCONNECT Site User Guide

  • 2 Created: 4/23/2013 Updated: 8/10/2018

    Customer Experience (CX) Dashboard ................................................................................................................................................ 3 CX Dashboard Reports ....................................................................................................................................................................... 3 Basic Functionality ............................................................................................................................................................................ 4 Dashboard ........................................................................................................................................................................................ 6 Top Navigation Menu ............................................................................................................................................................................................................. 7 Key Performance Indicators ................................................................................................................................................................................................... 7 Sales Advocacy ....................................................................................................................................................................................................................... 8 Overall Sales Consultant ........................................................................................................................................................................................................ 8 Overall Delivery ...................................................................................................................................................................................................................... 8 Service Advocacy .................................................................................................................................................................................................................... 8 Overall Service Advisor .......................................................................................................................................................................................................... 8 FFV.......................................................................................................................................................................................................................................... 8 Survey Disposition Summary ................................................................................................................................................................................................. 9 Trends .................................................................................................................................................................................................................................. 10 Alert Summary ..................................................................................................................................................................................................................... 11 News..................................................................................................................................................................................................................................... 11 FAQ ....................................................................................................................................................................................................................................... 11 Resources ............................................................................................................................................................................................................................. 11

    Reports ........................................................................................................................................................................................... 12 Customer Management Report ........................................................................................................................................................................................... 12 Alert Summary - Expanded Functionality as of 4/20/17 ...................................................................................................................................................... 16 Alert Resolution ................................................................................................................................................................................................................... 17 Manage Alerts ...................................................................................................................................................................................................................... 19 Performance Impact Report – Sales ..................................................................................................................................................................................... 20 Performance Impact Report – Service ................................................................................................................................................................................. 21 Employee Management Report – Sales ............................................................................................................................................................................... 22 Employee Survey Detail Report ........................................................................................................................................................................................... 24 Employee Management Report – Service ............................................................................................................................................................................ 25 Employee Survey Detail Report ........................................................................................................................................................................................... 28 Disposition Summary Report – Sales or Service ................................................................................................................................................................... 29 Disposition Detail Report – Sales or Service ........................................................................................................................................................................ 30 Comment Summary Reports ................................................................................................................................................................................................ 32 Sentiment for Comment Summary Report .......................................................................................................................................................................... 33 Comment Detail Report ....................................................................................................................................................................................................... 34

    Appendix ........................................................................................................................................................................................ 36 2018 Goal Methodology (Normalization Method) .............................................................................................................................................................. 37 Exporting Reports to Excel ................................................................................................................................................................................................... 38

  • 3 Created: 4/23/2013 Updated: 8/10/2018

    Customer Experience (CX) Dashboard

    The Customer Experience (CX) Dashboard is a website used to provide timely, actionable, and easy-to-access customer survey results to support ongoing continuous improvement activities. The system provides customer detail for surveys. In addition to this guide, site users can call 800.866.1774 or email FCACXHelpDesk@maritzcx.com for assistance during normal business days, 8:30 am to 5:00 pm EST. Available in English only. The Help Desk can assist with website and report navigation for reports on the CX Dashboard link in FieldConnect and reports on the CX Dashboard link on DealerCONNECT accessed through the Customer Experience tab. The Customer Experience Dashboard and Survey Dealer Help Desk can also answer general questions concerning the Customer Experience (CX) Survey. This number is for dealers only and may not be given out to customers. There is no staff available at this number to handle customer requests. ** New dealers’ dashboard will not display scored data until after the first scored month. The dealer will be able to see response data only (Customer Management Report and Alert Summary). The month scoring dates table is in the Assistance tab, Resources.

    CX Dashboard Reports When the user clicks the Customer Experience (CX) Dashboard link on DealerCONNECT, they will arrive at the Dashboard landing page. The Dashboard provides users with a snapshot of key performance information with easy to understand and up-to-date reports.