1. Roadside Summary Report– November 2015
Key Performance Metric
Top Box
Overall CSAT
TBD
Verbatim Comments:
Positive
Dead battery. I liked the ability to call for help either from the vehicle or my phone. My last 3 trucks have been GMC vehicles. I like the style and reliability of the vehicles I have owned.
Negative
Waited nearly 2 hours for a spare tire to be brought despite only being 14 miles away from the dealership. 10 20 30 40 50 60 70 80 90
100
83%
85%
Ease of Business
Customer Effort
86%
Advisor
Advisor Satisfaction
Cad Tech Satisfaction
92%
Technician Interaction
83%
Provider Satisfaction
Provider Interactions
Cad Tech Satisfaction
Why was it easy?
The individual was very pleasant and I could not recommend a change of any type.
He was concerned about me in the road .
I was very pleased with the interaction. Obviously you aren't having a good morning when you have a dead car, and she said: I hope your day gets better. That meant so much to me.
What would have made it easier?
Utilize a local Tire Dealer or send a Roadside truck that had the capability to change a tire
Reasons for Satisfaction
He was very friendly and made the best of a frustrating situation.
He was excellent
Advisor Performance Attributes
Satisfaction w/ OnStar Advisor
86%
Genuine Concern
85%
Knowledge
85%
Measuring Customer Relationship
Net Promoter Score (75)
% Promoters
83%
% Detractors 8% -
The towing company driver was excellent and friendly
I got help fast and had no issues with the GMC Roadside Assistance.
Terrible service. Did not know about my vehicle or how to handle my problem correctly.
Notes on Net Promoter Score:
Promoters = score of (9 to 10)
Passives = score of (7 to 8)
Detractors = score of (0 to 6)
NPS = Promoters - Detractors