TO: Sales Consultants & Sales Managers
SUBJECT: SSI Quick Tip #1 – Issue Resolution
Date: January 2020
When an issue occurs during the car buying process, the immediate focus should be on resolving it in the most effective and efficient way possible. We can’t change the customer’s previous experience, but we can work to fix their issue and ensure future interactions or experiences with Kia are exceptional!
With the introduction of the modified Sales Survey in January 2020, the “Overall Satisfaction” (OSAT) question has been removed. The “Recommend” question has been modified to solicit a 0-10 response instead of “Yes, Maybe, and No” in order to calculate a Net Promoter Score (NPS). NPS is calculated as follows:
(0-6 are Detractors, 7-8 are Neutral, and 9-10 are Promoters)
This change to NPS rating will replace the OSAT response for Issue Alert triggers.
Here’s how issues are triggered for Sales Surveys sent effective 1/7/2020:
- 0-6 rating for “How likely are you to recommend” (NPS)
- Note: Telluride customers who answer 0-8 will also trigger an alert
- Vehicle was not delivered clean
- Vehicle was delivered damaged
- Vehicle was delivered with mechanical or electrical problems
- Features/functions were difficult to understand
- Note: Alerts from Features and Functions will not be included in the Issue Rate Resolution calculation, but it is still important to reach out to those customers to resolve their issues and reconnect for repeat and referral business
Timeline for Issue Resolution
- Dealers have five calendar days to resolve the issue with the customer before it is escalated to the Regional Sales Manager or Regional Director
- If the customer indicates that the issue is still unresolved by answering “No” to the follow-up survey, then it is escalated to Kia Consumer Affairs for further follow-up
- Any issues closed after five calendar days will not count toward the dealership’s Issue Resolution Rate
Regards,
Sincerely,
Kia Motors America, Inc.
Huy Ngo,
Senior Sales Satisfaction Manager