Please reach out to email@example.com or 855-500-2020.
Please reach out to firstname.lastname@example.org to get set up.
Once a user signs on to the platform, they will be added. Additionally, when a user signs on to the platform they are automatically added to receive alerts for ratings/reviews. If a user would like to modify the alerts received, simply make the request to email@example.com.
Please reach out to firstname.lastname@example.org or the SFE Help Desk at 877-401-6938.
Please reach out to email@example.com or the SFE Help Desk at 877-401-6938 with questions on SFE Reputation Management Program guidelines and/or compliance.
Net Promoter Score is an index ranging from -100 to 100, that measures the willingness of customers to recommend our products and services to others.
This score is based on the following survey question:
To calculate your NPS the system detracts the percentage of Detractors from the percentage of Promoters. So, if 50% of respondents were Promoters and 10% were Detractors, your Net Promoter is a score of 40.
The “Loyalty Score” you see next to survey responses represents the customer’s actual answer to the question.
To view completed surveys:
To view surveys with responses:
Within the platform, you can search name or VIN using your browser’s built-in search capability (CTRL + F). For best results, visit the Operations tab and extend your date range to All time.
The Summary/Detail area displays the results of the report. The Details option includes additional data for Sent, Opened, and Clicked columns.
|[Group By]||The group by filter(s) chosen.|
|Received||The number of requests invoked on behalf of your account (i.e., the number of requests "received" by the Reputation Generation Engine).|
|Sent||The number of requests sent to the designated recipients. (i.e., the number of requests "sent" from the Reputation Generation Engine). The Details option also shows the number of requests not sent. The percentage indicates the ratio of received to sent.
A request might not be sent if the request includes an address/phone number with failed validation or that has already been solicited within your account's survey protection threshold.
|Delivered||The number of requests delivered. The percentage indicates the ratio of sent to delivered.|
|Opened||The number of unique opens. The Details option also shows the total number of opens (not unique). The percentage indicates the ratio of delivered to opened.|
|Clicked||The number of unique clicks. The Details option also shows the total number of clicks (not unique). The click count correlates to any links within the email or SMS message. The number of clicks does not correlate directly to a review posting beyond the initial message if the user abandons the request process, but it is a good indicator of interest.|
|CTR||The ratio of opened to clicked. A good click through ratio is above 50% (i.e., half of the recipients who open the message start the review process).|
SFE guidelines require that all survey submissions (positive or negative), be published to the dealership website, provided the reviewer gave consent to publish at the time of survey submission.
SFE guidelines require that all survey submissions (positive or negative), be published to the dealership website, provided the reviewer gave consent to publish at the time of survey submission. If you have concerns about a specific survey review published to your dealership’s web site, you may contact your DSM, and if appropriate, he/she may communicate a request for an exception review through the appropriate channels.
Yes! From the top, right corner of the platform, click Settings . Then from the left navigation, click Macros.
Encourage your customers to include the details in their review that made their experience at your dealership an exceptional one. Review Length is only one of the factors that contribute to your overall Reputation Score. Although not weighted as heavily as other factors, it is a difficult one to influence. Your dealership is not tracked for review length. The Reputation Score is simply a benchmark used for comparison against others in your industry. The Reputation Score is not a factor for compliance under the SFE Reputation Management Program.
If you know that a particular review was mistakenly given to your business (i.e., meant for another company) or contains slander/inappropriate language, you can work within the review site to request that the review be removed or report a violation. Click the review to go to the page and look for options available on the post. For example, within the Google Review window, you can hover next to a review to see a Flag.
However, you should not pursue a review removal request unless the review meets the site’s violation policies. In other words, if a customer decides to leave a negative review on multiple third-party review sites, you can do your best to respond to them all and remedy the situation, but it’s up to the customer to decide to modify or remove those negative reviews. Silver lining: Review Spread (i.e., review distribution across various review sites) does positively impact your Reputation Score.
No, Google+ shows up only within the Google+ page feed. The content that shows up in the Google Knowledge Card–including the event and call to action posts that appear at the bottom–comes from your Google My Business (GMB) page.
As of 4/1/2018, the platform will also support GMB posts.