Question
Score
Answer
- Date shop performed
-
- 6/10/2024
- Background Information
- Scenario
-
- Scenario 1
- Scenario 2
- Scenario 3
- Scenario 4
- Scenario 5
- Scenario 6
- 0/0
- Which department did you call?
-
- Showroom
- Service
- 0/0
- What was the Ferrari phone number you called:
-
- 248-538-9600
- What were the name(s) of the receptionist(s)/Advisor(s) you spoke to during the call(s)?
-
- Angela / Marcus
- Advocacy Index 100% (40/40)
- Based on your experience with the Aftersales Advisor, how likely are you to recommend this dealership to a colleague or a friend?
-
- I would proactively recommend this store to others instead of other dealerships.
- I would be happy to recommend this store to others, if asked, but there are also equally good dealerships.
- My experience was acceptable, but not good enough for me to recommend this dealership to others.
- My experience was fairly poor, and if asked, I would not recommend this dealership to others.
- My experience was unacceptable and I would proactively tell others to avoid this dealership.
- 40/40
- What did you like most about your experience with the Advisor(s)?
-
- Professional & Courteous
- Connecting With Ferrari 82% (9/11)
- How many total attempts at calling the number did it take before you were able to speak to a member of the Ferrari team to address your issue?
-
- I spoke to a member of the Ferrari team on the first attempt
- I spoke to a member of the Ferrari team on the second attempt
- I spoke to a member of the Ferrari team on the third attempt
- I was not able to contact the dealership after 3 attempts
- 4/4
- What date did you call the dealership on the first attempt?
-
- 6/10/2024
- What time did you call the dealership on the first attempt?
-
- 1:57 PM
- How did you feel about the time it took to answer your call?
-
- Acceptable
- Unacceptable
- 0/0
- Did the person who answered the phone: (check ALL that apply).
-
- Greeted you
- Mentioned the Dealer Name
- Shared his/her name
- Asked for your name
- Asked for your contact number
- Other
- None of the above
- 3/5
- What happened once you connected to someone from the Ferrari team?
-
- The person who answered the phone was able to answer my query
- I was transferred immediately to the relevant department
- I was transferred to a voice mailbox
- A message was taken for a member of the Aftersales team to call me back
- I was provided with another number to call
- Other
- 2/2
- Please specify the name of the Aftersales advisor(s) you interacted with ?
-
- Marcus
- Be a Host
- Based on your experience with the Aftersales Advisor, to which extent would you say: "I felt taken care of during my interaction with this service team"
-
- I strongly agree
- I agree
- Neither agree or disagree
- I disagree
- I strongly disagree
- 0/0
- Please select the main reasons why you felt taken care of during your interaction with this service.
-
- The waiting time before starting the interaction
- The way the Advisor greeted/engaged me in the beginning
- The rapidity of the response during the interaction
- The Advisor’s etiquette (tone of voice, use of language, professionalism)
- The Advisor put me at ease or made me feel comfortable
- The proactivity of the Advisor
- The way the Advisor bid farewell
- Other
- 0/0
- "Based on your experience with the Advisor(s), to which extent would you say: “The Advisor(s) was/were proactive during the whole interaction”"
-
- I strongly agree
- I agree
- Neither agree or disagree
- I disagree
- I strongly disagree
- 0/0
- How would you best describe the Aftersales Advisor?
-
- Proactive
- Expert
- Passionate
- Caring
- Friendly
- Helpful
- Sincere
- Passive
- Clueless
- Disengaged
- Indifferent
- Harsh
- Unhelpful
- Artificial
- 0/0
- Quality Management 52% (12/23)
- Based on your experience with the Aftersales Advisor(s), to which extent would you say: "I felt delighted by the way the Aftersales Advisor was able to manage my queries/situation."
-
- I strongly agree
- I agree
- Neither agree or disagree
- I disagree
- I strongly disagree
- 0/0
- Please select the main reasons why you felt delighted by the way the Aftersales Advisor(s) managed your queries?
-
- The answer/support by the Aftersales Advisor was relevant
- The Aftersales Advisor answered my query clearly
- The answers provided by the Aftersales Advisor were personalized
- The product information shared by the Aftersales Advisor
- The expertise of the Aftersales Advisor
- The way the Aftersales Advisor introduced additional information
- The way the Aftersales Advisor introduced additional services (warranty, alterations, personalization, delivery, etc.)
- Other
- 0/0
- In your opinion, what were the main intentions of the Aftersales Advisor?
-
- Quickly finish the interaction with me
- Following the process
- Suggesting me to make a purchase
- Answering my queries precisely
- Ensuring I had a pleasant time
- Inspiring me about the brand/product
- Building a connection
- Other
- 0/0
- Did the Aftersales Representative (or any dealer team member) ask for the following information at any time throughout the call:
-
- Your full name
- Your phone number
- Your street address
- Your email address
- Your VIN
- None
- 3/3
- Has the Aftersales advisor proactively requested your timeline preferences for scheduling the appointment?
-
- Yes
- No
- 0/0
- What is the first availability the Aftersales advisor proposed?
-
- Within 1 week
- Between 1-3 weeks
- More than 3 weeks
- 5/5
- What solution(s) did the Aftersales advisor provide in terms of vehicle transportation for the appointment AND/OR to substitute the vehicle while the service is ongoing? Select ALL that apply.
-
- The Aftersales Advisor offered to arrange for vehicle to pick-up the vehicle at my place
- The Aftersales Advisor suggested to offer a courtesy car
- The Aftersales Advisor offered a prepaid taxi/rideshare
- The Aftersales Advisor suggested me to drop my vehicle off at the dealership
- Other
- Nothing
- 4/15
- Did the Aftersales advisor mention they would check if the VIN you provided is subject to recalls, services, or campaigns?
-
- Yes
- No
- I did not provide a VIN
- 0/0
- How did the Aftersales Advisor react when you informed them you would contact them back with your decision on the next steps? (Please comment)
- Angela, the receptionist, identified herself and the dealership. She promptly transferred the call to Marcus in Service. I told him I was calling to schedule an appointment, and he asked if I had been there before. He requested my name, phone number, email address, street address and VIN. Marcus went over items due on my vehicle and offered a next day appointment. I told him I would check my schedule and he offered to follow up with me. I requested email or text, and he agreed. Marcus wished me a great day, in closing.
- Did the Aftersales Advisor provide their personal contact details?
-
- Yes
- No
- 0/0
- Based on your experience with the Aftersales Advisor, to which extent would you say: "I felt the Aftersales Advisor was an Expert"
-
- I strongly agree
- I agree
- Neither agree or disagree
- I disagree
- I strongly disagree
- 0/0
- Follow-Up 100% (6/6)
- Did the Aftersales advisor ask for your preferred method of contact?
-
- Yes
- No
- 1/1
- Was the follow up completed using the preferred method of contact you provided the dealer earlier?
-
- Yes
- No
- I was not contacted
- 0/0
- Via which method was the follow-up done?
-
- Call
- SMS
- WhatsApp/Messaging Application
- Line
- Other
- 0/0
- Did the Aftersales advisor follow up with you after your enquiry?
-
- Yes, in the next 48 hours
- Yes, in the next 72 hours
- Yes, in more than 72 hours
- No
- 3/3
- Was the follow-up contact personalized?
-
- Yes, and it made me want to interact further with Ferrari
- Yes, but it did not necessarily make me want to interact with Ferrari in the future
- No
- 2/2
- Please comment
- Marcus sent a text encouraging me to schedule an appointment for service, and letting me know appointment availability.