Dealer Scorecard QRG
The following Quick Review Guide goes over everything you need to know about Dealer Scorecards.
Surveys Sent - Total number of surveys sent, excluding filtered and failed emails.
Completes - Total number of survey responses.
Response % - Survey response rate.
Failed % - Survey invitation email failed delivery (e.g., bad or incorrect email address, failed inbound mail server).
- A healthy number is a failed percent of 5% or below
- As a best practice, please ensure retailers verify the owner's email address during the service transaction
- Ensure the repair order contains the most up-to-date and correct owner's email address
Dealer Metrics - These are the dealer's top KPIs as displayed in the SureCritic dashboard. The KPIs are color-coded to help you see how you are performing in these areas.
- Color Legend
- Green = Above or at 4.75
- Yellow = Below 4.75 and above 4.60
- Red = Below 4.60
- HCR Rating
- Likely to Return
- Hyundai Brand Recommendation
- Concern Resolution Rate
Dealer Ranking
- National - Dealer ranked # out of all of the dealers
- Region - Dealer ranked # out of their respective Region
- District - Dealer ranked # out of their respective District
Service Categories Score - The score on each of the service categories is derived from the rating associated with the service category.
- The scorecard shows service category scores by National, Regional, District, and Dealer level
- At a glance, this is an area of opportunity for the dealership
- Focus on driving improvement efforts targeted towards the service areas with lower scores
SureCritic Support
- Available Monday through Friday 6:30 am - 4:30 pm, Pacific
- Email: hyundai@surecritic.com
- Phone: (855) 307-8706
- Support can also be reached from the SureCritic dashboard
National Dealer Ranking
National Dealer Ranking is based on the corresponding metric sorted in ascending order and measured against all active Hyundai Service dealers with at least a survey complete in the selected date range. Color is determined if the dealer is in the bottom two-thirds of the order.
- Ranking of Dealer ÷ # Active Hyundai Service Dealers (in the selected date range)
- For Example:
- Retailer: AZ999 A&J Hyundai
- Date Range: (3/1/2020 - 5/4/2020)
- 822 Dealers with at least a survey complete between March 1 and May 4, 2020
- For the metric Star Rating, AZ999 is ranked 51st out of 822 Retailers (6%)
- AZ999 falls in the top third of the order and is not shaded red
Region Ranking
Region Ranking is based on the corresponding metric sorted in ascending order and measured against all active Hyundai Service dealers in their respective Region with at least a survey complete in the selected date range. Color is determined if the dealer is in the bottom two-thirds of the order.
- Ranking of Dealer (in the respective Region) ÷ # Active Hyundai Service Dealers (in the respective Region & in the selected date range)
- For Example:
- Retailer: AZ999 A&J Hyundai
- Date Range: (3/1/2020 - 5/4/2020)
- 63 dealers in the respective Region (MS), AND with at least a survey complete between March 1 and May 4, 2020
- For the metric Star Rating, AZ999 is ranked 7th out of 63 dealers in their respective Region (11%)
- AZ999 falls in the top third of the order and is not shaded red
District Dealer Ranking
District Dealer Ranking is based on the corresponding metric sorted in ascending order and measured against all active Hyundai Service dealers in their respective District with at least a survey complete in the selected date range. Color is determined if the dealer is in the bottom two-thirds of the order.
- Ranking of Dealer (in the respective District) ÷ # Active Hyundai Service Dealers (in the respective District & in the selected date range)
- For Example:
- Retailer: AZ999 A&J Hyundai
- Date Range (3/1/2020 - 5/4/2020)
- 11 Dealers in the respective District (MS2), AND with at least a survey complete between March 1 and May 4, 2020
- For the metric Star Rating, AZ999 is ranked 6th out of 11 Dealers in their respective District (55%)
- AZ999 falls in the bottom two-thirds of the order and is shaded red
