Quality Assurance Survey

The Questions & Answers

The Escalation Rules

1. Has someone from our store reached out to you yet?

• I have spoken to someone already (5 Points)
• Both Email & Voice Message (4 Points)
• Phone message only (3 Points)
• Email only (1 Point)
• No one has contacted me yet (0 Points)

2.  If we did have contact with you, do you feel that we have appropriately answered your questions?

• Yes (5 Points)
• No (0 Points)

3.  We use your feedback to help develop our staff and would appreciate any suggestions about how we interface with you through the Internet. Please let us know what we might be able to do differently.

• A text box is placed here so the customer can type direct feedback

Rules are based off the score of the points on the survey:

​Negative Result: (this would be a task that is sent to a manager)
Internet Process Survey (Negative Result) - Please open the lead and check for lack of communication from sales.  Please follow up with the sales rep on how to effectively communicate to the customer.

Positive Result: (this would be a task that is sent to a BD Agent / Mgr)
Internet Process Survey (Positive Result) - Please open the survey and check for feedback.

The Task & Email Template

Send Email will run in 4 hour(s)
Survey Email (Internet) - Internet Quality Assurance check has been sent to your customer.
 
# Survey - Internet - Communication Survey
Tell [DEALER NAME] how to help you
 
[CUSTOMER FIRST NAME],
 
Thank you for your inquiry to our dealership.  I am the Internet Director for [DEALER NAME].  I am asking a quick favor of you.  Would you mind answering a quick three-question survey about how we have communicated with you thus far via the Internet?  I use your feedback to develop my staff and our process of helping customers like yourself.  Thank you in advance for your response.
 
3-Question Survey
 
Hard Coded Signature