News - December 19, 2008
PDC Holiday Schedule
ARKANSAS, TEXAS, and OKLAHOMA Dealers
Download 2008 Christmas & New Year's schedule.
All other Dealers
Download 2008 Christmas & New Year's schedule.
Service & Sales Customer Satisfaction Surveys
During 2007 and 2008, HMA has been running two separate survey systems that measured Service Customer Satisfaction, the Service HVOC (Hyundai Voice of the Customer) phone survey and the HSI mailed out paper survey. Well, you requested one survey and HMA has listened!
For 2009, HMA will be transitioning to a new process for our customer surveys. First, we’re going GREEN by moving away from mailed paper surveys into an email distributed, web based survey system. So start getting those Hyundai customer emails on every Repair Order (and at RDR for new car buyers!)
Our transition to this new survey process will begin at the start of January 2009. Here are some of those details.
Service HVOC Phone Call
Continue
Hot Comments continue if a customer expresses dissatisfaction, giving you the opportunity to fix their issue prior to the scored survey. Emails will continue be sent, info is viewable on the website (in “action hot comments” report), and recordings will be available for review beginning Jan 23rd with a new, easy to use hot comments web report.
Discontinue
All scoring questions (Likelihood to Recommend; Likelihood to Return; etc), and voicemails from customers at the end of the survey. Primary purpose of the Service HVOC phone call will be to collect the customers’ email addresses.
Service HSI Paper/Mail Survey
Continues unchanged in the first quarter of 2009. Scores will be generated and awards will be determined based upon those scores. Your region will be providing the 1st Quarter 2009 incentive/award program details to you soon.
Service New HSI E-mailed Web Based Survey
The new survey will be piloting during the first quarter. The survey questions will be released for your review in Jan ‘09 with an explanation of the new 4 level anchor system that mirrors the new J.D.Power CSI-3 survey format. This survey will take over in the second quarter as the scores for the award programs.
Sales HVOC Phone Call
Continues unchanged for the first quarter of 2009.
Sales HPI (Hyundai Purchase Index) E-mailed Web Based Survey
Will replace Sales HVOC phone call scoring in the second quarter 2009, and use HVOC for Hot Comments like Service to give opportunity to recover the sales customer’s satisfaction before the scored survey. Primary purpose of Sales HVOC phone call will be to gather any missing email address of new car purchase customers. The New HPI survey questions will be released for dealership review in late Feb ‘09.