Customer Promoter Score CPS

CL Pgh · 01-20-2009, 07:09 AM

Just got our first CPS numbers/surveys. It appears these surveys are strictly phone follow-up and recorded so that we can listen to the actual phone call itself (which is great). Might give your customers a heads-up that this follow-up survey call is approx. 3 to 5 min. conversation… just so that they don’t get frustrated about the call and take it out on OUR scores.

Steps to CPS:
Dealer Connect
My Dealership (tab)
Customer Promoter CPS (link)
CPS (tab)
CPS (tab again)

And your there… click submit tab and see if you have any surveys and speaker icon is the recorded interview.

goodone414 · 01-20-2009, 07:15 AM

Awesome, Thanks for the update...

XDCX · 01-20-2009, 03:20 PM

Quote:

Originally Posted by goodone414

Awesome, Thanks for the update...

I agree - thanks for the information.

How did you know that there was a survey result there? Did you get a D-mail alert or did you just discover it while exploring DealerConnect?

XDCX · 01-20-2009, 03:46 PM

Quote:

Originally Posted by XDCX

How did you know that there was a survey result there? Did you get a D-mail alert or did you just discover it while exploring DealerConnect?

Or maybe you saw the big CPS Video link on DealerConnect.....

(Sorry, I didn't check DealerConnect until after I responded to your post.)

CL Pgh · 01-20-2009, 03:54 PM

Quote:

Originally Posted by XDCX

How did you know that there was a survey result there?

Answer:
A. DM called and alerted me.
B. Chrysler sent email notification.
C. Good customer called and alerted me.
D. If you're new to Chrysler A. & B. sound like legitimate choice's.

Caution: Post may contain sarcasm.

CL Pgh · 01-20-2009, 04:00 PM

Quote:

Originally Posted by XDCX

Or maybe you saw the big CPS Video link on DealerConnect.....

(Sorry, I didn't check DealerConnect until after I responded to your post.)

Ohhh... that part... I had already been in there a few times from a bulletin we got first of the month. I actually quit look'n because nothing was in there... then customer called me this morning and asked about the "recorded" survey so I check'd it out.

XDCX · 01-20-2009, 10:12 PM

Quote:

Originally Posted by CL Pgh

Answer:
A. DM called and alerted me.
B. Chrysler sent email notification.
C. Good customer called and alerted me.
D. If you're new to Chrysler A. & B. sound like legitimate choice's.

Caution: Post may contain sarcasm.

Do I win a prize if I guess that the correct answer is "C"?

dafuzz1956 · 01-21-2009, 02:40 PM

Just a question or two, is it more expensive to hire and pay someone to call our customers and spend 2 - 3 mins on the phone or is it more cost effective to mail out a survey ?

XDCX · 01-21-2009, 03:53 PM

Quote:

Originally Posted by dafuzz1956

Just a question or two, is it more expensive to hire and pay someone to call our customers and spend 2 - 3 mins on the phone or is it more cost effective to mail out a survey ?

That's an excellent point. With all of the cost concerns at Chrysler I wouldn't be too surprised to see this program scaled down or eliminated in the future.

While I'm all for customer satisfaction, it seems like it's a strange time to transition to a more expensive survey process.

squish · 01-21-2009, 03:53 PM

the feedback is great, but they mispronounced our dealership name everytime, badly, even after the customer corrected them. still a nice tool, and i was glad to hear the call didn't come from india

dafuzz1956 · 01-22-2009, 10:43 AM

HOW TRUE YOU ARE, I had some girl call yesterday trying to sell some addvertizing on the internet and I couild not understand 1/2 of what she was saying, I assked where she was calling from and she said Manhattan, so then I asked to speak with someone else and he was a little better. Is there a Manhattan in India ?

01-20-2009, 07:09 AM	#1
CL Pgh Senior Member Join Date: Oct 2008 Posts: 1,242	Customer Promoter Score CPS Just got our first CPS numbers/surveys. It appears these surveys are strictly phone follow-up and recorded so that we can listen to the actual phone call itself (which is great). Might give your customers a heads-up that this follow-up survey call is approx. 3 to 5 min. conversation… just so that they don’t get frustrated about the call and take it out on OUR scores. Steps to CPS: Dealer Connect My Dealership (tab) Customer Promoter CPS (link) CPS (tab) CPS (tab again) And your there… click submit tab and see if you have any surveys and speaker icon is the recorded interview.

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01-20-2009, 07:15 AM	#2
goodone414 Senior Member Join Date: Mar 2008 Posts: 174	Awesome, Thanks for the update...

01-21-2009, 02:40 PM	#8
dafuzz1956 Senior Member Join Date: Oct 2008 Posts: 691	Just a question or two, is it more expensive to hire and pay someone to call our customers and spend 2 - 3 mins on the phone or is it more cost effective to mail out a survey ?

01-21-2009, 03:53 PM	#10
squish Senior Member Join Date: Nov 2008 Posts: 208	the feedback is great, but they mispronounced our dealership name everytime, badly, even after the customer corrected them. still a nice tool, and i was glad to hear the call didn't come from india

01-22-2009, 10:43 AM	#11
dafuzz1956 Senior Member Join Date: Oct 2008 Posts: 691	HOW TRUE YOU ARE, I had some girl call yesterday trying to sell some addvertizing on the internet and I couild not understand 1/2 of what she was saying, I assked where she was calling from and she said Manhattan, so then I asked to speak with someone else and he was a little better. Is there a Manhattan in India ?