1. CX Benchmark Report Findings on Customer Experiences in the Heavy Equipment Industry

2. Quick Housekeeping Questions Webinar Recording + Slides Webinar Survey
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ed after the webinar
Webinar Survey
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3. About Me Christine Lockwood University of Iowa
With SATISFYD since 2013

4. Poll Question.
How does your dealership measure Customer Experience today?

5. What is the Net Promoter score?
Net Promoter Score, or NPS® measures your customers’ experience and is an indicator of company growth. Measured by the question, “How likely are you to recommend [Dealer/Company] to a friend or colleague?”
Need to show a graphic algorithm – add a slide about challenges that we hear
A common challenge.
9 or 10, we should consider 8’s too to talk about buy-in. Discuss research contrast to CSI 1-5, people do not give 5, will give 4’s.
Sorry if my explanation was not fully conveyed.  I’ll try again.  The passives are not detractors but passives do take away from the percentages of the NPS calculation.  In the scenario I gave where 5 passives, 5 detractors and 0 promoters.  Detractors are 50% of the overall total responses, the other 50% are passives so in the NPS calculation you have 0% promoters – 50% detractors = -5 NPS score.
Another way to look at this is:
Out of 12 responses total
3 Detractors or 25% of total responses
3 Passives or 25% of total responses
6 Promoters or 50% of total responses
The NPS calculation is Promoters 50% - Detractors 25% = 25 NPS
*Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld

6. Customer Net Promoter Score(NPS)78
Customers’ willingness to recommend their dealer to a friend or colleague.
Benchmark is for parts & service departments for heavy equipment dealers in North America actively participating in SATISFYD’s Dealer Customer Experience Program.

7. Industry trends affecting CX
Knowledgeable
Helpful
Accurate
Responsive

8. Poll Question.
Which area do you feel your dealership has the biggest opportunity for improvement?

9. Industry Trends

10. Ag + Turf Industry Trends
NPS Overall
NPS has gone up by 2 points from the previous year
Responsive
Service dept. went up by 2 points
Parts dept. went down by 1 point
NPS Service Dpt.
NPS went up by 6 points from the previous year

11. C & F Industry Trends NPS Overall
NPS has gone up by 2 points from the previous year
Knowledgeable
Overall went down by 1 point
Responsive
Service dept. went up by 2 points
Parts dept. went down by 2 point

12. Trucking + Other Industry Trends
NPS Overall
Stayed the same
Accurate
Overall went down by 1 point
Responsive
Parts dept. went up by 1 point

13. 10 Best Practices Shared by Dealers

14. 10 Best Practices Shared by Dealers
Get an address and phone number
Increase responses to surveys by asking for feedback
Make customer experience the priority in your dealership
Get managers involved
Communicate scores with all staff monthly
Establish a strategy for continuous improvement
Ask staff what they are hearing
Contact customers with issues within 24 hours
Share with your customer what you’ve implemented
Adopt technology to support customer experience strategy

15. Tips on Making a Change

16. Tips on Making a Change Define your approach
Define what constitutes an issue
Establish a framework for staff to resolve problems
Create a place for employees to record the steps they took
Define appropriate length of time to close the loop
Train on a regular basis
Encourage on premise follow up
SATISFYD’s Resolution Framework
Initiate contact with empathy
Confirm Understanding
Ask if there is anything else
Ask for a solution
Commit to measurable action
Confirm action meets customer expectations

17. Questions
Please use the question box in your GoToWebinar panel.

18. Thank you! Christine Lockwood SATISFYD clockwood@satisfyd.com