Read Suzuki_PowerKatalyst_version2_20100215.indd text version

Customer Satisfaction Guide

Customer First Response, Survey Process, & PowerKatalyst

AMERICAN SUZUKI MOTOR CORPORATION

3251 East Imperial Highway, Brea, CA 92821

TABLE OF CONTENTS

SECTION I - THE CUSTOMER EXPERIENCE Customer First Response . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Customer First Response Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Survey Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SSI and CSI Surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Score Tabulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 4 5 6 7

SECTION II - POWERKATALYST PowerKatalyst . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 PowerKatalyst Hardware/Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 Dashboard Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 Customer First Response. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Alerts Tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Closing Alerts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Priority Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Vital Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-15 Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Submission Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Search Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Email Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Assessment Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Newsletter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Report Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Comparison Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 VIN Verbatim Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Demographics Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Diagnostics Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Trending Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

3

SECTION I THE CUSTOMER EXPERIENCE

Customer First Response

One of the ways Suzuki provides immediate customer feedback is by conducting Customer First Response phone interviews. Suzuki attempts to contact new Suzuki buyers and warranty customers by phone within 24 hours after the retail sales registration or warranty claim submission. This phone interview includes a few quick questions regarding their recent purchase or service experience. The purpose of this program is to provide you with immediate customer feedback. Customer First Response alerts you of any potential issues and enables you to rectify any unresolved issues before the customer receives their CSI or SSI survey. If properly utilized, this program can help improve your customer satisfaction scores. During the Customer First Response phone interviews, the interviewer asks a few short questions concerning the customer's experience and overall satisfaction of the dealership.

Customer First Response Questions

Sales Overall purchase experience rating. Vehicle delivered clean and free of damage? Problems understanding features and controls? Service Overall service experience rating. Was your vehicle fixed right the first time? If not, what was the problem?

4

Survey Process

Suzuki, in collaboration with JD Power & Associates, sends customer satisfaction surveys in order to rate and measure your customers' experience. These surveys measure customer satisfaction with all aspects of the service or sales process and provide detailed information to help you evaluate your entire sales or service process. A new vehicle sales registration or warranty claim submitted by your dealership will trigger a survey to be sent out to your customer, regardless of whether or not the customer had a Customer First Response phone interview. Surveys are sent out to customers two to fifteen days after new vehicle sales registration or warranty claim submission. If Suzuki has a valid customer email address on file, the customer satisfaction survey will be emailed to the customer. If there is no email address on file, the survey will be sent to the customer via first class U.S. Postal mail to the customer address on file.

5

SECTION I THE CUSTOMER EXPERIENCE

SSI and CSI Surveys

Surveys are sent out to customers two to fifteen days after new vehicle sales registration or warranty claim submission. These surveys serve as an important way for your customers to rate all aspects of their experience at your dealership.

Once the customer receives their survey, they have up to 90 days from the day the survey was deployed to return their completed survey. Surveys received within 90 days are reported in month they are received. Surveys received after 90 days are not included in reporting.

Customers are also offered the option to complete their survey online. The URL and survey access code are printed on the first page of the mail survey. Customers who prefer to complete the survey in Spanish can utilize the online option or call the toll-free number listed on the survey to complete the survey over the phone.

6

Score Tabulation

All rating questions are on a 10 point scale where 1 is Unacceptable, 5 is Average, and 10 is Outstanding. Surveys must have at least 40% of the rating questions answered in order to be counted toward your score. Scores are calculated at the respondent level and aggregated for the dealer personnel, dealer, district, region, and national levels. The overall index score is comprised of individual factors (six for service and five for sales). Each factor describes a unique area or process that affects customer satisfaction during the sales or service experience. Within each factor there are a number of specific detailed attributes that generate the score for each factor. To create an overall index score, weights are assigned to each factor and attribute. Weights were developed in accordance to what is important to the customer.

7

SECTION II POWERKATALYST

PowerKatalyst

Suzuki's PowerKatalyst website makes it easy to retrieve your Customer First Response results and analyze your detailed SSI and CSI survey responses. The PowerKatalyst reporting tool will help you to better understand your customers and effectively serve their needs. Simply follow the step-by-step directions and you'll be up and running on PowerKatalyst in minutes.

Suzuki PowerKatalyst allows you to: Access Customer First Responses Close Customer First Response Alerts View your SSI and CSI scores Identify areas needing improvement and prioritize your efforts View individual customer survey responses Retrieve reports and identify trends

PowerKatalyst Hardware/Software Requirements

Windows XP Recommended Internet connection of 128k or faster Internet Explorer 6 or later Color screen is recommended, with a minimum setting of 256 colors (a higher color setting will provide higher quality graphics) Popups must be enabled to allow First Reponse page to open in a new window Chart FX installation will be required to view any PowerKatalyst charts. Users without Chart FX already installed will be prompted by the PowerKatalyst website to install it. Note: You must allow download of Active X Controls for ChartFX (default to medium security settings in "Internet Options" and accept ChartFX download when application is first accessed)

8

Getting Started

Follow these easy steps to get started using PowerKatalyst: Step 1: Go to: www.suzukipk2.com Step 2: Log in with your username and password. Note: Contact your District Manager if you need your login information. Step 3: Begin navigating the site. Note, if this is your first time using PowerKatalyst, it is highly recommended that you view the tutorial. You may access the tutorial by clicking the Resources link on your left menu bar. PowerKatalyst offers a variety of reports and tools. Each of these functions is accessible from the left menu bar. The following pages will go into more detail on these features.

Dashboard Page

The Dashboard provides an overview of your customer satisfaction performance. The header in the upper left hand corner indicates the reporting month. The reporting period drop down menu allows you to view historical scores and reports. The Dashboard page includes: Sales & Service Index Scores Sales & Service Response Rates Sales & Service rankings National Area of Focus Sales & Service Customer First Response Alert Summaries Trend charts with national, regional, and district level comparisons 9

SECTION II POWERKATALYST

Customer First Response

The Customer First Response page is where the phone interview results are displayed. Note this page opens in a new window. Click Sales or Service on the left side navigation. Then click "View Sales Returns" or "View Service Returns" to see all customer interview responses. At the top of the page you will see the number of interviews completed. Notice, that any customer with an overall satisfaction rating of a 9 or 10 will be assigned a green plus symbol and any customer with a 7 or below will be assigned a red minus symbol. If an alert has been issued, a flame icon will appear on the right hand side of the screen. If you click on the flame icon, you will be able to view the open alert. An audio recording of the phone interview is available and can be heard by clicking on the headphones icon located on the right hand side of the screen.

10

Alerts Tracking

The Alerts Tracking page displays your Sales and Service Alerts by Alert Status, Transaction Type, and Time Period. Adjust the three dropdown menus at the top of the screen and then click the Apply Filter button to update your page display or the Reset Filter button to start your selections over.

Open alerts are displayed with a flame icon in the Alert Status column and closed alerts have a blue check mark. To view an open alert, click the flame icon of the alert you wish to view. The alert will provide you customer details and information you need to know in order for you to resolve the customer's issue. You can listen to the recorded conversation by clicking on the headphones icon.

11

SECTION II POWERKATALYST

Closing Alerts

1.) The date field is pre-populated with the date that Action was first taken. 2.) You must check at least one item in the Action Taken section for the date to be updated, thus recording any attempt(s) made to resolve the alert. If multiple actions are taken, select all the appropriate checkboxes.

1 2 3 4 5 6

3.) Enter the name of the person at your dealership responsible for taking action. 4.) Select one of the three customer response options. 5.) When you have resolved the customer issue, enter your name in the Closed By field. 6.) Once all fields are completed, click on the Submit button to save any updates. You will see a green bar indicating you have saved your update. The Alert Status is not updated until an option within the Action Taken section has been selected and the "Submit" button at the bottom has been clicked.

12

Analysis

The Analysis page shows the overall Index as well as factor and attribute scores. Each score may be expanded to show your dealer personnel scores for the overall index, each factor, or attribute. You may choose to view either sales or service scores by selecting from the drop down menu. You also have the ability to view trends by graphing the factors or attributes by clicking on the graph icon located to the left of the factor or attribute.

Priority Tool

The Priority Tool helps you identify which areas in your service and sales operations need attention. Areas in yellow indicate items needing improvement while areas in red are critical items needing improvement. Green areas indicate items of strength. In addition, the Priority Tool allows you to track your progress over six month, three month, and current time periods. After you have identified critical areas for improvement, use the Assessment Tool to obtain customized recommendations based on your dealership's performance.

13

SECTION II POWERKATALYST

Surveys

The Surveys page gives you access to all surveys returned in the latest reporting period. Click on the VIN to view all responses and customer comments for that survey. To view historical surveys, select a previous reporting period in the drop down menu.

Vital Statistics

Vital Statistics allows you to customize a printable report with all the key areas of interest. You may select options to view different measures and charts. You are also able to select different time periods for each chart. Follow these steps to customize your view: Click on "Chart Options" button. You may select any or all of the chart options shown in the "Chart Options" box.

14

Vital Statistics (continued)

To select a chart, highlight the measure and use the arrow in the center of the page to add. To unselect, highlight and use the arrow in the center of the page to remove. A user may also customize the order in which the charts are viewed by using the up and down buttons on the right hand side of the screen. Click "Update Vital Statistics" and the charts will be updated. To select different time periods, click on the drop down menu at the upper left hand corner of the chart and select the desired time period.

Reports

The Reports page links you to additional reports generated on a monthly basis. These reports include customer verbatims, areas to focus on for effective performance improvement, historical trending, sales consultant/service advisor comparisons, and demographic information. Please see the Reports Descriptions section of this guide for the detailed information of each report. To view a report, select a report time period from the left menu and a report type. Then click "Retrieve Report". This will generate the report in a separate window. To choose a different report, close the current report window and select a new report.

15

SECTION II POWERKATALYST

Submission Reports

The Submission Report page is where RDR and warranty claim submission information is displayed. Click on the drop down to select the report you wish to view.

The Record Sample Report is updated daily for both new vehicle sales and warranty claim submissions. This report is useful in determining the validity of the customer information submitted for the survey process. Valid customer information and phone numbers are imperative for ensuring your customers are included in the Customer First Response phone interviews and survey process. The report shows the number of customers eligible and ineligible for the survey process. This report will enable you to view a summary of reasons why customers are ineligible for the survey process. The Call Disposition Report is also updated daily for both new vehicle sales and warranty claim submissions. This report summarizes the customers who are eligible for a Customer First Response phone interview. This report allows you to view the total number of customers available for a Customer First Response phone interview. Suzuki will make up to seven attempts to contact the customer via phone within a 5 day period. Regardless of whether or not a phone interview was completed, customers will still receive a SSI or CSI survey via mail or email.

Search Page

The Search page allows you to search for a specific respondent's survey by entering a VIN, customer's last name, employee's last name, or survey process date range. Please note: Partial VINs or customer names will pull all survey returns with similar identifications.

16

Email Registration

By clicking on the Email Registration tab from the main navigation sidebar, you will be able to see who at your dealership is enrolled to receive email alerts. At the top of the page you can register yourself, or any other employees at your dealership, provided they have an email address. Simply enter in an email address, re-enter for verification, then enter their first and last name. Different people at your dealership can receive the Customer First Response Alerts, depending on whether they work in your Sales or Service department. You can subscribe to one or more email alert options by selecting the appropriate boxes.

You will also need to select your dealer location from the Location dropdown menu. After you have completed the form, click the submit button at the upper top right of the page. You will then see your email address and name added to the Email Address list below. If at a later time you wish to subscribe to additional notifications, or unsubscribe to a notification, simply click the Edit button, modify your selections, and then click Save. Note it takes one business day for any additions or changes to take effect.

17

SECTION II POWERKATALYST

Resources

By clicking on Resources from the main navigation sidebar, you will be able to access a variety of information including: The PowerKatalyst User Guide The PowerKatalyst Tutorial Customer First Response Sales and Service Phone Interview Scripts Copies of the Suzuki Sales and Service Satisfaction Surveys The Survey Integrity Guidelines Dealer Ranking Criteria Program Schedule Simply click on the category button you wish to view and then download the document by clicking the appropriate link. Be sure to check this Resources page from time to time, as additional documents may be added in the future which may benefit you in using the PowerKatalyst system.

Assessment Tool

PowerKatalyst links you to the Suzuki Operations Assessment website. This tool provides recommendations on improving your business operations so that you can achieve higher CSI and SSI scores. Use this website after you have identified which areas need improvement using the Priority Tool.

Newsletter

By clicking on the Newsletter tab from the main navigation sidebar, you will be provided a monthly newsletter from Suzuki.

18

Report Descriptions

PowerKatalyst enables you to view historical reports. To view historical reports, from the Reports screen, simply click on the drop down menu in the upper left hand corner of the tool and then select the desired reporting period. The following is a list of reports available and their description.

Summary Report

The Sales/Service Summary Report is a great snapshot to view the performance of sales or service satisfaction. It shows sample sizes, factor scores, historical trending, and areas to focus on for performance improvement. The reports also show some critical areas that are important to achieving high performance in customer satisfaction. For the Sales Summary Report, the critical areas include time spent at the dealership and the top problems or frustrations experienced. For the Service Summary Report, the critical areas include the percent of vehicle fixed right the first time and the ability to schedule a service appointment on the desired day.

Comparison Report

The Sales/Service Comparison Report shows all weighted factors and attributes. It shows a side-by-side comparison of your dealer scores, target score, and all dealer personnel scores.

VIN Verbatim Report

The Sales/Service VIN Verbatim Report shows all customer comments by question. This report also shows the customer's name, overall score, employee information, model, and date of experience. This report is an excellent resource for obtaining direct feedback from your customers.

Demographics Summary Report

The Sales/Service Demographics Report offers basic demographic information. It also includes information on how customers use or intend to use their Suzuki.

Diagnostics Report

The Sales/Service Diagnostics Report provides detailed diagnostic information. This report is helpful in determining why a particular area is performing above or below target.

Trending Report

The Sales/Service Trending Report displays trends for all weighted attributes. The trending includes 13 months of reporting. This report is great for tracking your performance of a particular factor or attribute.

19

AMERICAN SUZUKI MOTOR CORPORATION

3251 East Imperial Highway, Brea, CA 92821

Information

Suzuki_PowerKatalyst_version2_20100215.indd

20 pages

Find more like this

Report File (DMCA)

Our content is added by our users. We aim to remove reported files within 1 working day. Please use this link to notify us:

Report this file as copyright or inappropriate

194330


You might also be interested in

BETA
Measuring Customer Satisfaction
Summer 2007 Newsletter.indd
Microsoft Word - 2008BaldrigeCover
Corporate Communications Plan
Achieving World-Class Supply Chain Collaboration: Managing the Transformation