Ensure all sales/service personnel information is enrolled and up-to-date in WebDCS. Specify the full first name and last name of each personnel in the DMS (the same way entered into WebDCS) so that it will display on the Repair Order or RDR correctly. Do not use suffixes in the name (i.e., Jr., Sr., I, II, etc.). Failure to follow the steps above will result in surveys not assigned to the correct employee. DealerRater (HPI surveys only) - Can I post replies to reviews? If the customer opts to share a DealerRater after completing the HPI survey, review responses are included within the Survey Detail of the individual survey. You may reply to any comments you see by going to your dealer’s DealerRater.com page. DealerRater (HPI surveys only) - What should you do if you see a negative DealerRater review? You should first try to contact the customer offline. If you are unable to do so, log on to your DealerRater account and find the negative customer review. A personalized and timely reply is the most effective method. Responses should be with a few days after the comment has been posted, the sooner the better. Reply to the customer apologizing for the issue(s) and let them know you would like to help resolve it. Be sure to state their concern(s) and proved a direct contact number for who they should contact for resolution. What is the survey response rate? Sales. The HPI response rate is calculated based on emails Service. The HSE response rate is calculated based on sent to customers divided by survey completes for a given emails sent to customers divided by survey completes for a period. given period. SURVEY OFFENDERS POLICY: HMA has enhanced the internal processes for identifying survey manipulation, including the following: Falsifying customer email addresses and posing as Hyundai vehicle owners Filling out the customer survey with the customer
Ensure all sales/service personnel information is enrolled and up-to-date in WebDCS. Specify the full first name and last name of each personnel in the DMS (the same way entered into WebDCS) so that it will display on the Repair Order or RDR correctly. Do not use suffixes in the name (i.e., Jr., Sr., I, II, etc.). Failure to follow the steps above will result in surveys not assigned to the correct employee. DealerRater (HPI surveys only) - Can I post replies to reviews? If the customer opts to share a DealerRater after completing the HPI survey, review responses are included within the Survey Detail of the individual survey. You may reply to any comments you see by going to your dealer’s DealerRater.com page. DealerRater (HPI surveys only) - What should you do if you see a negative DealerRater review? You should first try to contact the customer offline. If you are unable to do so, log on to your DealerRater account and find the negative customer review. A personalized and timely reply is the most effective method. Responses should be with a few days after the comment has been posted, the sooner the better. Reply to the customer apologizing for the issue(s) and let them know you would like to help resolve it. Be sure to state their concern(s) and proved a direct contact number for who they should contact for resolution. What is the survey response rate? Sales. The HPI response rate is calculated based on emails sent to customers divided by survey completes for a given period. Service. The HSE response rate is calculated based on emails sent to customers divided by survey completes for a given period. SURVEY OFFENDERS POLICY: HMA has enhanced the internal processes for identifying survey manipulation, including the following: Falsifying customer email addresses and posing as Hyundai vehicle owners Filling out the customer survey with the customer
Survey_Overview_02.19.16.docx