Lost Sales Survey: goals & triggers
The goal of the survey is to confirm with potential customers whether they maintain interest in purchasing a Mazda after experiencing a test drive.
The purpose of the survey is to:
- Identify potential hot and lost leads among prospects who were considering a Mazda but did not buy yet.
- Enable dealers to follow up on Hot Leads
- Learn about customer experience during test drive and reasons for rejection.
Data segmentation filters to identify contacts for the survey
Prospects who were in the consideration phase to purchase a Mazda but did not buy / order after a certain period of time.
- Private customers and prospects with email contact permissions
- Requested a Test Drive at a dealership via MIOX website.
- No order / Purchase between day of Test Drive request on MIOX and date of extraction
Lost Sales Survey: Overview
How CEMI Lost Sales works in the CA Dashboard
- Every second week of the month, Customer Alliance receives the list of customers who have to be contacted.
- After the first invitation is sent, the questionnaire link will be active for a period of 14 days
- Should a customer not reply to the questionnaire within the first invitation, a second one will be sent after 7 days
How to access the Lost Sales survey data
The CEMI Lost Sales survey results are available via the CEMI Portal similar to your regular CEMI Sales/Service/Follow-Ups Surveys.
Please, keep in mind that the Lost Sales Survey View works exactly as the other Surveys View, also for the functionalities and the reports which you will be able to download from the corresponding Library:
To visualize the questionnaire preview, please select the correct Survey Level and navigate into the Dealership View: “Statistics” - “Questionnaire” - “Show Questionnaire”.
Sample survey overview:
Lost Sales Survey: Sales Opportunity notifications
If a customer states in his review that he is still interested in purchasing a Mazda and would like to be contacted about it by the dealership, a Sales Opportunity Notification like the one shown in the example below will be created:
A Sales Opportunity Notification is much like a Hot Alert.
It is a notification, which will be generated after a customer completed the Lost Sales Survey and which you will receive via email.
Every Lost Sales Opportunity will also be visible in your CEMI Portal.
The following Criteria are considered for the creation of a Sales Opportunity Notification:
- The customer requested a Test Drive via MIOX
- The customer did not purchase or order a Mazda in the past 2-3 months;
- The customer answered with “YES” to the following two questions (included in the Lost Sales questionnaire):
- Are you still considering purchasing a Mazda in the near future?
- Do you want to be contacted by the dealer about it?
If the customer fulfills the above criteria, a notification will be created.
How to handle a "Sales Opportunity Notification"
- Login into your CEMI account, using your login credentials via the Mazda Portal or via (https://go.customer-alliance.com)
- On the upper left corner (next to the Mazda Logo), select the Lost Sales level using the dropdown menu
- Select “Statistics” => “Insights” from the navigation menu
- Visualize the Insight and eventually select the correct status (“Resolved” or “Ongoing”). You will be requested to add an internal note, summarizing your contact with the customer or if any future actions are required
IMPORTANT: Please note that due to Mazda's commitment to customer experience, you are recommended contacting the customer within the first 7 days, after the notification.
If you have any questions, please feel free to contact us via email support@customer-alliance.com or via chat within the Portal.
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