CX - CS Forum 2022

 

Who is responsible for CS?

• Superior

• The whole organization

• Specific department

• Specific person

What is the response rate target for CS Survey (Set by HQ)?

• 10%

• 15%

• 20%

• 25%

What is the CS Rating target for CS Survey (Set by HQ)?

• 4.0 Star Rating

• 4.3 Star Rating

• 4.5 Star Rating

• 4.7 Star Rating

Etika Kerja 5 - 8 (EXCEPT)

• Pematuhan SOP & Amanah

• Mengutamakan Kualiti

• Semangat Berpasukan

• Cara Kerja

Main short code for SMS CS Survey?

• 66668

• 66688

• 66888

• 68888

Create minimum general enquiry / case in PCMANS

• 2

• 4

• 5

• 7

What is the target for PCMANS utilization?

• 60%

• 70%

• 80%

• 90%

¨Treat others as you would like to be treated¨ is this statement applicable to good customer service?

• True

• False

Below are the objectives for CS Survey EXCEPT

• To punish non performers outlets in CS

• To assess CS performance of individual outlet

• To get real time customer’s feedback

• To gauge the overall customer experience

Modules for CS Survey EXCEPT

• Pre Sales

• Sales

• Used Cars

• Service

• Body and Paint