SS21CXWB - CXE Customer Experience Dashboard Tutorial Questions & Answers Already Passed!!

Who plays a role in creating a positive customer experience at your dealership? - Answer-Everyone Which CX Dashboard functionality helps sift through survey data? - Answer-Filters How do you opt-in to receive email notifications when new cases are generated? - Answer-Click the Profile icon in the left navigation panel to select your notification settings If the available resources and bonus materials do not provide the answers you seek, you should _________________. - Answer-contact the InMoment Dealer Help Desk The Net Promoter Score (NPS) is based on the responses to which question? - Answer-"How likely are you to recommend this dealership to a friend, relative, or colleague?" The CX SSI and CX CSI __________ Scores are calculated at the dealership level to measure overall experience. - Answer-Index Regarding the CX Dashboard, which of the following will generally remain the same? - Answer-Basic functionality A positive Net Promoter Score (NPS) means that your dealership has ___________________. - Answermore promoters than detractors The large numbers at the top of the CX Dashboard homepage are the _________ Scores. - Answer-CX Index Once a customer submits the survey, the results post to the CX Dashboard within ___________. - Answer-1 to 2 hoursAfter a case has been triggered, it is critical to contact the customer within __________. - Answer-24 hours Unintentionally forgetting to verify and update a customer's contact information during a Sales or Service visit could possibly be considered ___________ survey interference. - Answer-indirect What should you do in the time between the close of the sale or completion of service and the survey invitation being sent? - Answer-Follow up with the customer to ensure their needs were met After updating the Case Management Form, which button should you click to make sure the systems keeps your changes? - Answer-Save Which report provides more information about the status of your dealership's surveys and is a high-level snapshot of sample and invitation data? - Answer-Disposition Report Where can you find a link to Stellantis-specific reference guides, training videos, quick start guides and the full list of CX survey questions? - Answer-"Information and Resources" link on DealerCONNECT and on the CX Dashboard Homepage Where can dealership personnel access the CX Dashboard? - Answer-DealerCONNECT Once received, how long does a customer have to complete and submit the survey? - Answer-30 days Once you have resolved the case, be sure to select _________ for the Case Status. - Answer-closed How long does the CX Dashboard retain survey disposition data? - Answer-90 days