01-20-2009, 07:09 AM | #1 |
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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. |
01-20-2009, 07:15 AM | #2 |
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Awesome, Thanks for the update...
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01-20-2009, 03:20 PM | #3 |
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01-20-2009, 03:46 PM | #4 |
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Or maybe you saw the big CPS Video link on DealerConnect..... (Sorry, I didn't check DealerConnect until after I responded to your post.)
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01-20-2009, 03:54 PM | #5 |
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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. |
01-20-2009, 04:00 PM | #6 |
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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.
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01-20-2009, 10:12 PM | #7 |
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Do I win a prize if I guess that the correct answer is "C"?
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01-21-2009, 02:40 PM | #8 |
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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 ?
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01-21-2009, 03:53 PM | #9 | |
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Quote:
While I'm all for customer satisfaction, it seems like it's a strange time to transition to a more expensive survey process. |
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01-21-2009, 03:53 PM | #10 |
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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
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01-22-2009, 10:43 AM | #11 |
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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 ?
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