Satisfaction Dashboard

Quick glance at your overall ratings, NPS scores and response rates

Registration Grid

• Apply filters, search and select specific Registrations 
• Click on Owner to see more information  

Creating a Registration 

• ALL fields marked with an asterisk * are required fields
• First and Last Name
• Full Address including City, State, Postal Code and Country
• Email Address – this is imperative if you would like to send the survey by email.  Remember, we reach out to the customer via email twice, giving them a chance to complete the survey online, if they do not respond to either email, we will then mail a hard copy of the survey
• Language Code – English MUST be selected.  This is the only translation we have at this time
• Dealer – If you just start typing in a few letters of your dealership name, there is a drop down for you to select your dealership
• Product – Same thing, if you start to type in the product, mainly the size, a drop down menu will appear.  Be sure to select correct product year
• Serial Number - VIN or HIN number
• Purchase Date – This can either be the date of the actual purchase or the delivery date, just be consistent.  Surveys go out based on the date you put in here.  If you customer purchased a boat in January but won’t take delivery of it until May, please use the May date to ensure the survey reaches them after they have taken delivery of their boat and not before
• Registration Source – Will always be AIMBASE
• Registration Type – Will be REGISTRATION or WARRANTY
• Save Changes – Your registration is complete and we will schedule the surveys to go out accordingly

Surveys

Survey Responses 

• Apply filters, search and select survey to view responses 
• Click on and Owner to see more information 

Survey Disposition and Sentiment

• Quickly see the Disposition and Sentiment by Expanding in the Survey Responses Grid
  • Disposition is based off the dealer lever trigger. If a Hot Alert or Perfect Score was triggered it would show in the column. Completed is when a survey has been completed with a "neutral" score.     
  • Sentiment gives you a quick look at the customer's overall sentiment about product and dealer. You can quickly see if the customer loved the product and gave a positive sentiment, but their experience with the dealer was negative or vice versa. 

Survey Responses

Survey Non-Responses

• Surveys that have not been completed, use to reach out to customers who have not completed their survey in order to encourage maximum participation and higher scores
• Click an individual record in the grid for more information

Survey Notifications 

• Survey timelines and future communications
• Apply filters to see a specific registration 
• Select record for more information

Dealer Notifications 

Dealer Contact Notification

• Add and Edit contacts and notifications under the Dealers Tab 

• Create and edit existing contacts 
• Choose which notifications you would like to receive: Completed Survey, Hot Alert, Perfect Score, Upcoming Survey

Reports

• Select Reports and then Recap to see an in-depth look at all your data
• Filters are at the top and along the right side

• Tabs along the bottom give you a more in-depth look

• Click here for more detail information on reporting

Scoring

Mean score – Overall Satisfaction

• Total response scores, divided by the total responses for the question based on score weights, 100; 80; 50; 20; 0

Net Promoter Score (NPS) 

• Total number of Promoters ( score of 9 or 10), less total number of Detractors (score of 6 or less), divided by total number of responses.

Hot Alert criteria

• If any question related to overall satisfaction receives a score of neutral or less, a hot alert is sent to the dealer so that they can promptly follow up with the customer.