Raising the Stakeholders
She is the main point of contact and primary stakeholder for this client.
Who is Angie?
This survey is "feeded" and distributed specifically via email.
What is the Feeded Service Survey?
This survey uses a QR code for distribution and is not feeded by an invitation file.
What is the Feedless Service Survey?
While this metric measures a customer’s 'Overall Satisfaction' with a specific visit, the other measures their likelihood to recommend the brand to others on a 0–10 scale.
What are OSAT and NPS?
Excluding sprint planning, these are the two specific days of the week when the commonFont team joins Angie and her stakeholders for regular syncs.
When are Tuesdays and Thursdays?
These stakeholders are also a part of the Daimler team and sporadically join calls with Angie. (Name one)
Who are Katie, Lavette, Brad, or Sunita?
This score is the primary metric we use to track satisfaction across these surveys.
What is OSAT score?
A dealer would use this form to update ticket contacts for their specific dealership/dealer code(s).
What is the Intake Form?
If someone responds to the survey with a negative OSAT score OR a negative NPS score, this event is triggered.
What is a Detractor Ticket?
This city serves as DTNA Headquarters and Angie's home base.
Where is Portland, Oregon?
This person is Angie's boss and also is the Director of Customer Experience at Daimler.
Who is Erik Nelson?
This metric is on a 0-10 scale and is a secondary metric we use to track customer experience.
What is NPS?
This central Qualtrics database pairs dealer codes with their respective dealer families and ticket contacts.
What is the IDP?
If someone responds to the survey with a positive OSAT score AND a positive NPS score, this event is triggered.
What is a promoter ticket?
This arm of Daimler sells used trucks.
What is SelecTrucks or DTR?
This person is awesome and is in charge of SelecTrucks.
Who is Lavette?
These two surveys, whose data is for DTNA leadership to view, are sent once per quarter.
Often shortened to three letters, this is the official name of the hub dealers will use to view survey response data.
What is Locations Experience Hub (LEH?)
These three business areas are the key focuses for the dealerships.
What are sales, service, and parts?
Spanning from coast to coast, this is the total number of dealer locations within the North American network.
Over 900
These are the two technical people on the Daimler team who sometimes join calls. (Name one)
Who are Brad and Sunita?
This is the only Daimler survey program delivered to customers via text message.
What is SelecTrucks or DTR?
Often triggered by a "Code 3556," this complex repair on a Detroit DD15 engine involves cleaning or replacing the nozzle that sprays diesel into the exhaust stream to raise temperatures for DPF regeneration.
What is a Hydrocarbon (HC) Doser replacement?
This is the status a detractor ticket receives if a team member fails to provide a response within the mandatory set timeframe.
What is escalated or overdue?
DTNA has signed this type of contract with commonFont.
Managed Services