HSR & HCR Mulligan Program Frequently Asked Questions

This article contains frequently asked questions and their answers about the HSR & HCR Mulligan Program.

  1. Q: How do I qualify for a mulligan?
    A: The below qualification criteria is applicable to HSR and HCR programs independently.
    • By achieving the following criteria on HSR surveys on a monthly basis, the dealership will earn one (1) mulligan for HSR.
      1. Have a minimum of 60% ReScore Request rate in HSR for the prior 3 months
      2. Have a minimum of 50% Concern Resolution rate in HSR for the prior 3 months
    • By achieving the following criteria on HCR surveys on a monthly basis, the dealership will earn one (1) mulligan for HCR.
      1. Have a minimum of 60% ReScore Request rate in HCR for the prior 3 months
      2. Have a minimum of 50% Concern Resolution rate in HCR for the prior 3 months
  2. Q: Can a dealership earn an additional Mulligan?
    A: Yes. Dealerships may earn one (1) additional Mulligan if they achieve a minimum of 100 survey returns in the prior 1-month period.
  3. Q: What happens if the dealership has one (1) or less low scored surveys?
    A: Dealerships with less than (2) low score surveys (1, 2, or 3 stars) in the prior 3 months on HSR or HCR will NOT be required to meet the 60% ReScore Request Rate or the 50% Concern Resolution Rate in order to qualify for a Mulligan in their respective program. They are then eligible for 1 (or 2) Mulligans.
  4. Q: What is the Mulligan Submission Period?
    A: The Mulligan Submission Period is the period in which you can submit Mulligans on a monthly basis. The submission period begins on the 2nd of each month and ends on the 10th of each month. During this time, Dealers will have nine (9) calendar days to complete the Mulligan removal action within the Mulligan Submission Period.
  5. Q: When a Dealer uses a Mulligan, what survey period does it apply to?
    A: The Mulligan can only be used on surveys from the prior month.
  6. Q: Will a dealership's Mulligans expire?
    A: Yes, a Mulligan can only be used during the Mulligan Submission Period. If it is not used, it will not carry over to the following month.
  7. Q: What if a dealership earns a Mulligan and forgets to use it?
    A: If unused, a Mulligan will expire and will not carry over to the following month.
  8. Q: Is there a maximum number of Mulligans a dealer can earn in a given month?
    A: Yes, a maximum of two (2) Mulligans can be earned in a given month for the HSR program and the HCR program (maximum 2 for HSR and 2 for HCR).
  9. Q: Can Mulligans be used on any and all surveys?
    A: Mulligans may be applied to surveys completed in the prior month. Additionally: 
    • Mulligans earned on HSR can only be applied to HSR surveys.
    • Mulligans earned on HCR can only be applied to HCR surveys.
    • Mulligans cannot be applied to Rejecter surveys.
  10. Q: Who can submit/apply a Mulligan?
    A: The following roles are administrative dealer users and can submit/apply the use of Mulligans: 
    • Dealer Admin Support (DM)
    • General Manager (GM)
    • Service Manager (SV)
    • Sales Manager (SM)
    • Dealer Principal (DP)
  11. Q: Is it better to have one (1) or more employees handle Mulligans at the Dealer?
    A: It is advised to have one (1) person be designated as the responsible party to apply Mulligans (to avoid unnecessary confusion or accidental applications).
  12. Q: What are the steps to submit a Mulligan request?
    A: Reference steps below as well as this video demonstration:
    • Step 1: Select survey that you want to apply a Mulligan to (from the prior month)
    • Step 2: Click on the ellipsis ("...") in the lower left-hand corner
    • Step 3: Select "Appeal" in the lower left-hand corner
    • Step 4: Select "Mulligan" (available quantity of Mulligans will be displayed)
      • If a dealer is not eligible to receive a Mulligan or has used all available Mulligans, "Mulligan" will not appear as an Appeal option
    • Step 5: Select "Submit Appeal"
    • Step 6: Once the "Mulligan" is applied, an icon (red golf club) will appear in the review
  13. Q: Will the dealer be able to select the survey to apply a Mulligan or will it automatically be applied to the lowest score?
    A: The dealer must apply their earned Mulligans to survey of their choosing. This selection process is NOT an automated process. If the dealer does not select and apply their Mulligans during the submission period (2nd - 10th) of each month), their Mulligans will expire.
  14. Q: When do Mulligans expire?
    A: Mulligans will expire after the Mulligan Submission Period, after the 10th of each month.
  15. Q: Can a Mulligan submission be denied?
    A: Only if HMA learns that the dealer did not, in fact, qualify for the Mulligan used. Mulligans earned in accordance with the program rules will not be denied.
  16. Q: Once a Mulligan has been applied to the selected review, how is it identified?
    A: Once the "Mulligan" is applied, an icon (red golf club) will appear in the review.
  17. Q: Once a Mulligan is applied, when will the Dealership's metrics update?
    A: Metrics will be updated within the nightly stats process and reflected in your program metrics the following day. Please allow one business day for processing.
  18. Q: When a Dealership applies a Mulligan, they will see the Dealership's scores have been adjusted. However, will the Dealership still see the public customer review on the public SureCritic review site?
    A: The display of the customer reviews will remain and will not be compromised. This is to adhere to the compliance guidelines under the Consumer Reviews Fairness Act.
  19. Q: What is the Consumer Reviews Fairness Act?
    A: https://www.ftc.gov/tips-advice/business-center/guidance/consumer-review-fairness-act-what-businesses-need-know
  20. Q: On what day of the month can the Dealers see if they qualified for a Mulligan?
    A: On the first of each month, Dealers can reference the benchmark report to view Concern Resolution and ReScore Request Rates for the prior 3 months to see if they qualify for a Mulligan. Beginning the 2nd of the month, stats will refresh and may reflect updated program metrics.
  21. Q: Who Can Dealers contact with questions about Mulligans?
    A: Any questions regarding Mulligan eligibility, please reach out to our support team at Hyundai@surecritic.com or use the chat feature in the dashboard.
  22. Q: When a Dealership checked their ReScore Request Rate and Concern Resolution Rate on the 2nd of the month, they qualified. Why is the dealership not seeing "Mulligan" as an Appeal option?
    A: Stats are calculated based on the prior 3-month period. This will not be viewable via your dashboard beyond the 1st of the month because those metrics will include survey completes outside of the prior 3-month period.
  23. Q: If a Dealer has followed all the steps and still there are questions, what should they do?
    A: If a Dealer requires further confirmation, please reach out to the support team at Hyundai@surecritic.com or use the chat feature in the dashboard.
  24. Q: A Dealer applied a Mulligan to a survey, but now prefers to apply it to a different one. Can they void their original selection?
    A: Once a Mulligan is applied to a survey, it cannot be removed/reassigned. If a Dealer requires further assistance, please reach out to the support team at Hyundai@surecritic.com or use the chat feature in the dashboard.
  25. Q: Can a Dealer apply a Mulligan to a ReScored survey?
    A: Yes.
  26. Q: Once a Mulligan is applied, how will the survey removal affect the overall rating score?
    A: When a Mulligan is applied to a survey, the stats will automatically be recalculated in the nightly stats process for the prior month. This will update rating scores at all levels (Employee, Dealer, Region, National) and will be viewable in the dashboard the day after a Mulligan is applied.

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