Welcome to Aimbase University
Class is in Session: Customer Satisfaction
Hosted by: Becky Bergmann, Digital Account Executive
Access – Administration/Accounts/Create or Edit
- Ensure OEM’s have an account to access Aimbase
- Ensure dealers have access to Aimbase whether through a dealer portal or an Aimbase account
Dashboard
- OSAT Scores
- Response Rates
- Registrations Grid
- Important to capture email address at point of registration
- Be sure to upload data in a timely and consistent manner, daily, weekly or at least once a month
- Registration history contains all communications that will go out and have gone out to your customer, dealer and OEM.
Timing of Surveys
- Initial 30-days from purchase date
- Follow up – 300 days from purchase date
- Email, Email, Mail
Responses Grid
- Disposition – Identifies if response triggered a hot alert, perfect score or completed survey
- Sentiment – Manufacturer and Dealer - identifies customer’s overall satisfaction in those areas
- Resend – Enables you to resend a survey, selecting the date and manner in which to resend
- Exclude – Enables you to exclude a response from reporting – only use for extenuating circumstances
Non-Response Grid
- Resend – Enables you to resend a survey, selecting the date and manner in which to resend
- Call and encourage to complete survey
Notifications
- Upcoming Survey Notification – Sent 5 days before customer is due to receive survey allowing the dealer to reach out and encourage customer to complete the survey
- Hot Alert – Triggered when customer responds to a question with a less than satisfactory response
- Perfect Score – Triggered when a customer responds to all questions on the survey with the highest possible score
- Completed Survey – When a customer’s survey response did not trigger either a hot alert or perfect score
Products
- Ensure all current products exist in Aimbase
- When new product line is released be sure to upload into Aimbase
- Ensure products are properly categorized for reporting purposes
Dealers
- Ensure all current dealers exist in Aimbase
- Ensure complete dealer information is included with all dealer locations for award purposes
- Engage dealers in program
- Ensure at least one team member within each dealer location is set up to receive hot alert notifications
Reporting
Survey Response Detail – Go to report provides all response detail
NMMA Boat Satisfaction Award Report – Current status of award qualification
Survey Response Recap – PBI reporting with visualization and data trends
Quarterly Report – Can compare your scores within industry via segment, etc.
Industry Recap Report – Compare your scores to the industry level
Feedback Summary – Key words pulled from free text responses
Tips and Strategies
- Upcoming Survey Notification
- Ensure customer email and contact information is correct
- Reach out to customer an encourage to complete survey
- Hot Alerts
- Process for handling dissatisfied customers
- Engage dealer in process for managing hot alerts
- Issue Resolution Feature
- Review trigger questions and values set per survey
- Resend Surveys to non-responders
- Check for friends and family within non-responders grid
- Resend if customer ignored, deleted, or can no longer find
- If dissatisfied customer has issues resolved and wish to retake survey - resend
- Managed Services Packets
- Call Campaign
- Concierge’s Call Campaign