What should brands ensure when managing registration data uploads?
Brands should ensure products are properly categorized and active within Aimbase, enter new product lines each year, confirm model codes in registration records match Aimbase exactly, ensure all dealers are active in Aimbase, and verify dealer codes match exactly within Aimbase.

How can brands monitor CSI scores and survey response rates?
Brands can check CSI scores and response rates through the dashboard and the Survey Response Recap (PowerBI) report.

How should brands manage hot alert email notifications?
Brands should establish a process to manage hot alerts, which help identify customer issues and coordinate resolution between manufacturer, dealer, and customer. If an issue is resolved, surveys may be resent to improve the score. Aimbase’s optional Issue Resolution feature, which includes robust reporting, can also support this process.

What notifications should dealers have set up for engagement?
Dealers should have notification alerts set up, including upcoming survey notifications, hot alerts, perfect scores, and completed surveys.

What data should dealers collect during registration?
Dealers should collect customer email addresses at the point of registration.

How should dealers follow up with customers regarding surveys?
Dealers should follow up with every customer—especially their best customers—because those customers may be less likely to complete a survey.

What optional features are available to support CSI programs?
Optional features include Issue Resolution and Ratings and Review capabilities.

What training support is available for OEMs and dealers?
OEM and dealer training is available to refresh team awareness and highlight the platform’s enhanced functionality.

What managed services does Rollick provide?
Rollick’s Concierge Team offers managed services including call campaigns to survey non-responders and increase response rates, as well as campaigns to address detractors and work toward improving scores through communication with the brand and dealer.

What additional support does Rollick provide for optimizing CSI programs?
Rollick can review survey questions, triggers, and overall program setup, and offers bi-monthly or quarterly meetings to review scores and progress.