Welcome to Aimbase University

Class is in Session: Customer Satisfaction

Hosted by: Becky Bergmann, Digital Account Executive

Access – Administration/Accounts/Create or Edit

1. Ensure OEM’s have an account to access Aimbase
2. Ensure dealers have access to Aimbase whether through a dealer portal or an Aimbase account

Dashboard

1. OSAT Scores
2. Response Rates
3. Registrations Grid
   1. Important to capture email address at point of registration
   2. Be sure to upload data in a timely and consistent manner, daily, weekly or at least once a month
   3. Registration history contains all communications that will go out and have gone out to your customer, dealer and OEM.

Timing of Surveys

1. Initial 30-days from purchase date
2. Follow up – 300 days from purchase date
3. Email, Email, Mail

Responses Grid

1. Disposition – Identifies if response triggered a hot alert, perfect score or completed survey
2. Sentiment – Manufacturer and Dealer  - identifies customer’s overall satisfaction in those areas
3. Resend – Enables you to resend a survey, selecting the date and manner in which to resend
4. Exclude – Enables you to exclude a response from reporting – only use for extenuating circumstances

Non-Response Grid

1. Resend – Enables you to resend a survey, selecting the date and manner in which to resend
2. Call and encourage to complete survey

Notifications

1. Upcoming Survey Notification – Sent 5 days before customer is due to receive survey allowing the dealer to reach out and encourage customer to complete the survey
2. Hot Alert – Triggered when customer responds to a question with a less than satisfactory response
3. Perfect Score – Triggered when a customer responds to all questions on the survey with the highest possible score
4. Completed Survey – When a customer’s survey response did not trigger either a hot alert or perfect score

Products

1. Ensure all current products exist in Aimbase
2. When new product line is released be sure to upload into Aimbase
3. Ensure products are properly categorized for reporting purposes

Dealers

1. Ensure all current dealers exist in Aimbase
2. Ensure complete dealer information is included with all dealer locations for award purposes
3. Engage dealers in program
4. Ensure at least one team member within each dealer location is set up to receive hot alert notifications

Reporting

Survey Response Detail – Go to report provides all response detail

NMMA Boat Satisfaction Award Report – Current status of award qualification

Survey Response Recap – PBI reporting with visualization and data trends

Quarterly Report – Can compare your scores within industry via segment, etc.

Industry Recap Report – Compare your scores to the industry level

Feedback Summary – Key words pulled from free text responses

Tips and Strategies

1. Upcoming Survey Notification
   1. Ensure customer email and contact information is correct
   2. Reach out to customer an encourage to complete survey
2. Hot Alerts
   1. Process for handling dissatisfied customers
   2. Engage dealer in process for managing hot alerts
   3. Issue Resolution Feature
   4. Review trigger questions and values set per survey
3. Resend Surveys to non-responders
   1. Check for friends and family within non-responders grid
   2. Resend if customer ignored, deleted, or can no longer find
   3. If dissatisfied customer has issues resolved and wish to retake survey - resend
4. Managed Services Packets
   1. Call Campaign
   2. Concierge’s Call Campaign