Introduction

Quality Check surveys allow Nissan and Infiniti dealerships to gather department feedback on the service quality of each Repair Order (RO). Survey questions ask:

• How well did the Advisor complete the RO write-up i.e. describe to the technician the work to be performed?
• How well did the technician complete the repair?
• Was the dispatch correct i.e. was the RO assigned to the correct technician?

• How well was the parts request formulated?

• Did the parts department provide the correct parts? Were they in stock? Did they need to be back-ordered?

Each dealership can use their survey results to get a feel for problem areas and identify possible solutions such as additional training.

Note: This is a Nissan-sponsored initiative for Nissan and Infiniti US dealers.

The following sections describe the five survey questions that can be enabled for Advisors, technicians and Parts Clerks. Each question appears in a pop-up window as the user completes their work in the applications. A 1 to 5-star rating is used.

 

Quality Check survey for Advisors

The Repair Quality survey question allows the Advisor to rate the quality of the Technician's repair work.

It appears when the Advisor marks the vehicle as delivered in Service Dashboard (i.e. clicks "Mark as Delivered"):

Depending on the number of stars selected and the (missing or bad snippet) settings (see Setting the survey options) the Advisor may need to select a reason:

Only when the survey is submitted is the service lane removed from the vehicle queue.

Note: A Technician must first have been assigned to the RO for this survey question to appear. The Advisor should make sure that the correct Technician (i.e. the Technician who should be rated by the survey) is assigned as the primary technician in the team.

Quality Check Survey for Technicians

The following three survey questions allow the technician to comment on their interactions with other service team members: Repair Order Quality, Dispatch Quality, Parts Fulfillment Quality, .

When the technician selects "Ready for Processing" on the Approved Services page in Technician Inspection, the survey questions are initiated.

.

First, the Repair Order Quality question asks the technician to rate the Advisor's write-up.

The Dispatch Quality question asks the technician to rate the quality of the assignment of the RO i.e. was the RO dispatched to them appropriately. The response relates to the person who assigned ('dispatched') the RO to this technician. It is assumed to be the Advisor assigned to the service lane.

The Parts Fulfillment Quality question asks the technician to rate the quality of the parts department's completion of the parts request. The response evaluates the parts clerk who completed the parts request in Technician Inspection.

 

The technician may need to select a reason for each question, depending on the number of stars selected and the (missing or bad snippet) settings (See Setting the survey options.)

Only when all survey questions are submitted is the inspection status updated to 'Ready for Processing'.

 

Quality Check Survey for the Parts Department

The Parts Request Quality survey question allows the parts department to comment on the parts request made by the technician.

The survey appears when an inspection is in 'Parts Requested' status and the Parts Clerk marks the request complete or canceled in Technician Inspection (on the Parts List or Recommendations page.)

The parts clerk may need to give a reason depending on the number of stars selected and the (missing or bad snippet) settings (See Setting the survey options.)

Only when the survey is submitted is the inspection status updated to 'Completed'.

 

Setting the survey options

(Dealer administrator only)

To configure the survey, go to:

Administration > OMM Admin > Configure > General Options

1. Set Enable Quality Check to 'Yes' to enable surveys for the dealership. The default is 'Yes'.
2. Set the desired levels for each survey as shown next:

 

Service Advisor rating Repair Quality	0	(default) The Service Advisor survey is not enabled.
	1	The Repair Quality question is asked. Only a star rating is required.
	2	If the rating is 1-3 stars, then a reason must be selected: All Work Not Completed NPF Not Reported (a comment is required) Other (a comment is required)
Technician rating Repair Order and Parts Fulfillment Quality	0	(default) The Technician survey is not enabled.
	1	The Repair Order Quality question is asked. Only a star rating is required
	2	The Repair Order Quality question is asked. If the rating is 1-3 stars, a reason must be selected: Need more information Missing lines/work on RO Other (a comment is required)
	3	Both the Repair Order Quality and Parts Fulfillment Quality questions are asked. For the Parts Fulfillment Quality question, if the rating is 1-3 stars a reason must be selected: Parts not ready Wrong parts received Other (a comment is required)
Parts Clerk rating Parts Request Quality	0	(default) The Parts Clerk survey is not enabled.
	1	The Parts Request Quality question is asked. Only a star rating is required
	2	If the rating is 1-3 stars, then one of the following reasons must be selected: Needed more information RO lines missing No approval
Technician rating Dispatch Quality	Yes/ No	(default is 'No') If set to 'Yes' then the technician also sees the Dispatch Quality question. If rating is 1-3, then one of the following options must be selected: Not trained I am not available/busy Over qualified Other (a comment is required)

 

 

# of Reviews= The number of surveys submitted regarding the employee.

Average Star Rating= The star average based on the # of reviews submitted.

Example: The below-average Repair Order Quality survey results for advisor Jean Marshall may indicate an issue:

Page 2 - Distribution of Star Ratings

Page 2 lists the same totals by survey question as Page 1 but shows how the results (# of stars) are distributed.

Example: The Repair Order Quality survey question shows a total of 7 surveys submitted by all technicians, with an average of 3.3 stars.

The details on this page show that Advisors were rated less than 5-stars most of the time. The dealer administrator may decide that there is cause for concern.

Page 3 - Distribution by responder

Page 3 presents the data distribution by survey question and by the person who completed the survey: Advisor, technician or parts clerk.

Example: The results on previous pages show that parts clerks submitted a total of 4 Parts Request Quality surveys averaging 4 stars.

The results on this page show which parts clerk submitted a very low rating indicating more investigation may be needed.

Page 4 - Advisor rating of technician

Page 4 expands on the Repair Quality survey question data from Page 3. It shows the results by the technician being rated by the Advisor.

Example: The Repair Quality survey results on the previous pages show that advisors had submitted a total of 7 surveys with an average rating of 3.3 stars.



The results above show that advisor Jean Marshall gave 3 star-rating on average to Lou Stone, whereas the second advisor consistently gave 4 star-ratings to the same technician. More investigation may be needed to explain the difference.

Page 5- Technician rating of advisor

Page 5 expands the Repair Order Quality survey data from Page 3. It shows results by the advisor being rated by a technician.

Example: The Repair Order Quality survey results on the previous pages show that technicians submitted a total of 7 surveys with an average rating of 3.3 stars.



The results above show that both technicians gave the same advisor a 4 or 5 star-rating on average, indicating consistently good results.

 

Note: The report does not include similar pages for the Parts Fulfillment Quality, Dispatch Quality and Parts Request Quality survey questions.

Page 6 - Detail by RO

Pages 6 breaks out the data for each of the survey questions by responder (advisor, technician or parts clerk) and RO number. It also includes any reason provided by the responder.

Note: Only the most recent 5 ROs are included for each survey question.

On this page:

• Data is grouped by survey question (Repair Quality is shown above).
• Results are then grouped by the employee who submitted the survey.
• There is one line per response. It includes the VIN, RO number, rating and employee being rated (technician, Advisor or parts clerk, depending on the survey type.)
• The last columns show the reason selected () if a reason was required, and any comment text entered.

Example: An advisor submitted a 3-start rating and comment on the following survey question:

The associated RO and VIN are shown to help the dealer administrator investigate the issue if needed.

Last Page - Comments summary

On the last page, all surveys submitted are listed along with any comments entered:

The data includes:

• Responder and survey question plus date submitted.
• The role and name of the employee who submitted the response.
• The role and name of the employee being evaluated.
• Any comments entered.

 

Note: Contact Client Support for access to the Quality Check report if you have not been pre-authorized.