BMW ACTIVE HYBRID 3 Owner's Manual

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Kia Reference Guide

Updated October 2014

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Summary of Contents for BMW ACTIVE HYBRID 3

Page 2: Table Of Contents
Kia Reference Guide Index KIA CUSTOMER EXPERIENCE PROGRAM OVERVIEW ................3 KIA CUSTOMER EXPERIENCE ONLINE SALES SURVEY ................4 ECEIVES MAIL NVITATIONS FOR THE ALES URVEY ................ 4 ECEIVES NVITATIONS FOR THE ALES URVEY ................4 HEN AND FTEN ALES NVITATIONS ...................
Page 3: Kia Customer Experience Program Overview
Kia Reference Guide Kia Customer Experience Program Overview A customer comes into your dealership to purchase a vehicle or to have a vehicle serviced. Shortly after the purchase or the service, the customer, for whom we have a valid e-mail, will receive an e-mail invitation to participate in a web survey asking detailed questions about the dealership experience (Refer to Appendices 1 to 4).
Page 4: Kia Customer Experience Online Sales Survey
Kia Reference Guide Kia Customer Experience Online Sales Survey The primary objectives of the sales surveys are to:  Help dealership management identify the drivers of loyalty and the causes of customer disloyalty.  Follow up with Hot Alert customers and help the dealership evaluate the effectiveness of its current problem resolution process.
Page 5: Hen And Ow Ften Re Ales Nvitations Ent
Kia Reference Guide When and How Often Are Sales Invitations Sent? Survey e-mail invitations are sent Monday–Friday, excluding holidays. The mail invitations are mailed once a week. All Sales records, excluding businesses, with a valid e-mail address or mailing address are sent out for surveying.
Page 6: What Triggers Sales Survey Hot Alerts
Kia Reference Guide What Triggers Sales Survey Hot Alerts? A sales survey generates a Hot Alert if the respondent answers, “Fair” or “Poor” to the following question, “Overall, how would you rate your recent Purchase experience?” and/or if the respondent answers “Probably would not”...
Page 7: Hen And Ow Ften Re Ervice Invitations Sent
Kia Reference Guide When and How Often Are Service Invitations Sent? Survey e-mail invitations are sent Monday–Friday, excluding holidays. All Service records (warranty and customer pay) with a valid e-mail address are sent out for surveying. If a response has not been received we send a reminder e-mail five days later. If a service invitation is not acted upon, up to 2 service reminders will be issued.
Page 8: What Triggers Service Survey Hot Alerts
Kia Reference Guide What Triggers Service Survey Hot Alerts? A service survey generates a Hot Alert if the respondent answers, “Fair” or “Poor” to the following question, “Overall, how would you rate your recent service experience?” and/or if the respondent answers “Probably would not”...
Page 9: How Will Missing Data Be Handled
Kia Reference Guide Bottom Box (e.g., Poor) -- 0  Response answers and their associated score – Yes/No scale Yes – 100  No – 0  The score for an individual question is calculated as follows: Sum the values associated with each individual response ...
Page 10: Appendix 1: Kia Customer Experience Program Sales And Service Survey Screen Shots
Kia Reference Guide Appendix 1: Kia Customer Experience Program Sales and Service Survey Screen Shots © 2014 Kia Canada, Inc. Updated October 2014...
Page 58: Appendix 3: Kia Customer Experience Program Sales Survey
Kia Reference Guide Appendix 3: Kia Customer Experience Program Sales Survey Kia Customer Experience Program Sales Survey ABOUT YOUR DEALERSHIP Q_SC1. Just to confirm, you purchased a [Make] [Model] from [Dealership Name] ? (Select one) 01 Yes 02 No Q_1. What brought you into the dealership where you purchased your Kia? (Please select all that apply) 01 Previous experience 02 Manufacturer / Dealer Web Page 03 Newspaper...
Page 59 Kia Reference Guide ABOUT THE SALES CONSULTANT Q_4. Thinking of your experience with your sales consultant, did they ….? (Please select one for each) 01 Yes 02 No 03 Not Applicable a. Greet you in a timely and professional manner? b.
Page 60 Kia Reference Guide Q_8. Previously you rated elements of your experience during the finance and insurance process as “fair” or “poor”. What exactly about the experience with the Finance and Insurance Process caused you to provide this rating? Q_9. Were you … (Please select one for each) 01 Yes 02 No a.
Page 61 Kia Reference Guide a. Thoroughness in explaining your vehicle’s features b. Thoroughness in completing delivery paperwork c. Timeliness of completing the final delivery (reviewing features, owner’s manual, etc.) d. Condition of vehicle (clean, free of defects, etc.) e. Overall delivery of vehicle Q_14.
Page 62: Appendix 4: Kia Customer Experience Program Service Survey
Kia Reference Guide Appendix 4: Kia Customer Experience Program Service Survey INTRODUCTION Q_SC. Our records indicate that you had service on [insert date] at [DEALERSHIP ABC]. Is this correct? (Please select one) 01 Yes 02 No INITIATING THE SERVICE VISIT Q_1.
Page 63 Kia Reference Guide ABOUT THE SERVICE CONSULTANT Q_6. When you spoke with the service consultant (the person who wrote up your service order) as you (Please select one for each) dropped your vehicle off for service, did they…? 01 Yes 02 No 03 Not Applicable a.
Page 64 Kia Reference Guide Q_10a. What type of alternative transportation was provided? 01 Shuttle 02 Courtesy vehicle 03 Rental vehicle 04 Other (This question is only displayed for Cadenza and K900 models.) Q_10b. Which vehicle were you provided as your courtesy vehicle? 01 Optima 02 Sorento 03 Cadenza...
Page 65 Kia Reference Guide (Please select one) Q_13g. Did your vehicle receive a complimentary car wash? 01 Yes 02 No 03 Not Applicable (This question is only displayed for Cadenza and K900 models.) (Please select one for each) Q_14. How would you rate the dealership on the following? 05 Excellent 04 Very Good 03 Good...
Page 66 Kia Reference Guide (Please select one for each) Q_19. How would you rate the service department on the following? 05 Excellent 04 Very Good 03 Good 02 Fair 01 Poor a. Ability to diagnose problems properly b. Quality of work performed on your vehicle c.
Page 67 Kia Reference Guide Q_26. To improve your Kia service experience, can we share the information from this survey with your (Please select one) dealership? 01 Yes 02 No Q_27. We would like to provide you with an opportunity to provide your input and feedback to help make Kia’s products and services better by participating in a Kia Owner Panel.
Page 68: Appendix 5: Kia Customer Experience Program Sales And Service Invites And Reminders
Kia Reference Guide Appendix 5: Kia Customer Experience Program Sales and Service invites and reminders Sale invitations © 2014 Kia Canada, Inc. Updated October 2014...
Page 72: Appendix 6: Kia Customer Experience Program Sales Mail Invites
Kia Reference Guide Appendix 6: Kia Customer Experience Program Sales mail invites © 2014 Kia Canada, Inc. Updated October 2014...

BMW ACTIVE HYBRID 3 Owner's Manual

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