PROTON Edar Sdn Bhd

Internal Sales Satisfaction Index (SSI) Survey

CS Communication
Rating 6-7
Moderate
Get to know what will be Sederhana
the evaluation and
measurement like.
4-5 (Mencapai matlamat
8-9
Poor tetapi tidak memenuhi
jangkaan ) Good
Tidak Memuaskan
Memuaskan
(Tidak mencapai jangkaan)
(Mencapai matlamat dan
memenuhi jangkaan)

1–3
Very Poor
13
Attributes
17
Identified
10
Truly Exceptional
Sangat Tidak Memuaskan
Kepuasan yang
(Tidak seperti yang 10 point scale Sales Standards melebihi jangkaan
dijangkakan) & Key Process

2 Safety Practices
YES or NO?
Implementation
YES or NO?
PART 1 | Questionnaires
SSI Factor & Attribute
Get to know what are the questions that being asked related to your Customer Service Experience.

SALES How would you rate the amount of time waited to be greeted by the staff at
Q1
INITIATION Sales Outlet?

10% Q2 How would you rate the courtesy & friendliness of Sales Advisor?

DEALER How satisfied were you with the facilities / amenities provided at our Sales
Q3
FACILITY Outlet? (Parking, Refreshment, WiFi etc.)
How would you rate the variety of model and information available at the Sales
20% Q4
Outlet?
How would you rate the knowledge/ expertise of Sales Advisor ?
Q5
(vehicle, financing, insurance, trade in)
SALES How would you rate the Sales Advisor ability in fulfilling the commitments? (SA
CONSULTANT Q6
promises on free gift, promotions, etc. excluded vehicle delivery timing)
26%
How would you rate the effectiveness of communication with Sales Advisor
Q7 during & after visit ? Direct/ Indirect
(e.g. Email, Phone Call, SMS @ WhatsApps)
DEAL Q8
How would you rate the ease of coming to agreement on the final deal?
6% (Finance & Insurance)

PAPERWORK Q9
How would you rate the experience of final paperwork process?
10% (before loan approved)

How would you rate the length of time needed to deliver your vehicle?
Q10
(from booking to delivery)

DELIVERY How would you rate the thoroughness of explanation during delivery?
Q11
PROCESS (e.g. owner's manual, features, MyProton Apps etc.)

28% How would you rate the overall process of delivery?

Q12
(from start arrive until car received)

Q13 How would you rate the condition of your vehicle during hand-over process?

It’s all about your Customer Service Experience

Manage your customer touch point experience
PART 2 | Questionnaires

SSI Service Standards & Key Process Implementation (KPI)

Good service delivery is about managing customer’s expectations and experience. Know your customers
needs and expectations. Anticipate and fulfill customers’ unexpressed needs.

Were you greeted by our staff within reasonable period of time as you
SI-1
entered into the Showroom? (within 5 minutes)
SALES
INITIATION
Did the Sales Advisor introduce self and offer business card or contact KPI
SI-2
number to you?

DF-3 Does the Sales Outlet had sufficient parking space for customers? KPI

Were you offered with drinks or snack during your visit? (Coffee, tea, water
DF-4 KPI
& snacks)
DEALER
FACILITY Does the model information available and sufficient at showroom?
DF-5 KPI
(e.g. MyProton Apps, Brochure, Leaflet)

DF-6 Did the Sales Outlet offer test drive ? KPI

Did the Sales Advisor give comprehensive & clear explanations of vehicle that
SC-7
you interested in ?
SALES
CONSULTANT Did the Sales Advisor ask about model selection, features and desired
SC-8
requirements?

Did the Sales Advisor offer the finance options & explain on the benefit of
DEAL DL-9
PROTON Insurance Programme (PIP)?

Did the outlet provide written document confirming details of purchase

PW-10 KPI
agreement? (total price, cash discount, accessories, etc.)
PAPERWORK
Did the purchase documents were clearly explained and processed KPI
PW-11
smoothly?

Did the Sales Advisor keep you informed about the delivery status of your
DP-12 KPI
vehicle?

Was the vehicle delivered within the reasonable timeframe?

DP-13 KPI
After loan approved or booking date (if cash)

Did the Sales Advisor explain fuel efficiency, safety features, warranty
DP-14 KPI
DELIVERY coverage, maintenance schedule & MyProton Apps during delivery?
PROCESS
DP-15 Was the delivery of your vehicle ENJOYABLE & SPECIAL to you ? KPI

DP-16 Did the Sales Advisor offered to set up first service visit? KPI

Were you contacted after your vehicle delivery to ensure vehicle are in good
DP-17 KPI
condition ?

Did our Outlet provide Safety Facilities (MySejahtera QR Code Scan, Body
SP-1 Temperature Check Equipment, Hand Sanitizer) & Practice Safety Measures
SAFETY (Wearing Mask & Social Distancing) ?
PRACTICES
Did our Outlet perform Sanitization Process with the evidence of Sanitized
SP-2
Notification Notes Place in your vehicle ?

Good service makes the difference!