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Submitted URL: https://www.bmwdealerforum.org/survey/dcs2023/G3d546w
Effective URL: https://www.bmwdealerforum.org/survey/dcs2023/G3d546w-1
Submission: On November 06 via manual from SG — Scanned from SG

Form analysis 1 forms found in the DOM

POST #

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  <p style="font-size: 1.5em;"><b>Please base your answers on support experiences from this year.</b></p>
  <div class="row">
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      <div class="qsection areaQuestion form-inline">
        <div class="question">Dealership region?</div>
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          <option value="Central">Central</option>
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          <option value="Southern">Southern</option>
          <option value="Western">Western</option>
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    <div class="col-sm-4">
      <div class="qsection areaQuestion form-inline">
        <div class="question">Job title?</div>
        <select name="title" class="form-control" data-required="1">
          <option value="">Select an option</option>
          <option value="#Leadership" disabled="">Leadership</option>
          <option value="Dealer Principal">Dealer Principal</option>
          <option value="Center Operator">Center Operator</option>
          <option value="General Manager">General Manager</option>
          <option value="CFO">CFO</option>
          <option value="Other Leadership">Other Leadership</option>
          <option value="#IT" disabled="">IT</option>
          <option value="IT Director">IT Director</option>
          <option value="#Sales" disabled="">Sales</option>
          <option value="General Sales Manager">General Sales Manager</option>
          <option value="New Vehicle Sales Manager">New Vehicle Sales Manager</option>
          <option value="New Vehicle Client Advisor">New Vehicle Client Advisor</option>
          <option value="Pre-Owned Sales Manager">Pre-Owned Sales Manager</option>
          <option value="Pre-Owned Client Advisor">Pre-Owned Client Advisor</option>
          <option value="F&amp;I">F&amp;I</option>
          <option value="Internet/BDC">Internet/BDC</option>
          <option value="Finance Director">Finance Director</option>
          <option value="Customer Relations">Customer Relations</option>
          <option value="Geniuses">Geniuses</option>
          <option value="Marketing">Marketing</option>
          <option value="Other Sales">Other Sales</option>
          <option value="#Service" disabled="">Service</option>
          <option value="Service Manager">Service Manager</option>
          <option value="Assistant Service Manager">Assistant Service Manager</option>
          <option value="Shop Foreman">Shop Foreman</option>
          <option value="Warranty Administrator">Warranty Administrator</option>
          <option value="Service Advisor">Service Advisor</option>
          <option value="Technician">Technician</option>
          <option value="Body Shop">Body Shop</option>
          <option value="Other Service">Other Service</option>
          <option value="#Parts" disabled="">Parts</option>
          <option value="Parts Manager">Parts Manager</option>
          <option value="Assistant Parts Manager">Assistant Parts Manager</option>
          <option value="Parts Advisor">Parts Advisor</option>
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          <option value="#Administration" disabled="">Administration</option>
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          <option value="1-2 years">1-2 years</option>
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            <input type="radio" name="calls_per_week" value="More than 5 times"> More than 5 times </label>
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    <div class="qsection areaQuestion">
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          <div class="checkbox" style="margin-top: 3px; margin-bottom: 5px;">
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          <div class="checkbox" style="margin-top: 3px; margin-bottom: 5px;">
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      <div class="question">Are there any other questions or issues you contact the DCS Help Desk about? If yes, please tell us what they are:</div>
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    <div class="qsection areaQuestion">
      <div class="question">Did you become a BMW or MINI Center employee in 2023?</div>
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      <div class="question">If Yes, how often have you had general questions about DEMS accounts, roles, and responsibilities needed for your job?</div>
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            <div class="ratingOption " data-value="2">Seldom</div>
            <div class="ratingOption " data-value="3">Sometimes</div>
            <div class="ratingOption " data-value="4">Often</div>
            <div class="ratingOption " data-value="5">Always</div>
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    <div class="qsection areaQuestion">
      <div class="question">Would you like BMW applications within S-Gate to be easier to find?</div>
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            <div class="ratingOption " data-value="4">Agree</div>
            <div class="ratingOption " data-value="5">Strongly Agree</div>
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        <textarea name="bmw_systems_simpler_comment" id="inputbmw_systems_simpler_comment" class="form-control input-sm" rows="3" placeholder="Comments or suggestions about the previous question."></textarea>
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    </div>
    <div class="qsection areaQuestion">
      <div class="question">Have you noticed any improvements in the warranty claims process in 2023?</div>
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          <label>
            <input type="radio" name="warranty_improvements" value="Yes"> Yes </label>
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        <div class="radio">
          <label>
            <input type="radio" name="warranty_improvements" value="No"> No </label>
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        <div class="radio">
          <label>
            <input type="radio" name="warranty_improvements" value="Not Applicable"> Not Applicable </label>
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      </div> <textarea name="warranty_improvements_comment" id="inputwarranty_improvements_comment" class="form-control input-sm" rows="3" placeholder="Comments or suggestions about the previous question."></textarea>
    </div>
    <div class="qsection areaQuestion">
      <div class="question">Would you like to receive automated messages when BMW systems are down?</div>
      <div class="areaRadios form-inline" data-required="1" style="width: 100%;">
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          <label>
            <input type="radio" name="bmw_systems_messages" value="Yes"> Yes </label>
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        <div class="radio">
          <label>
            <input type="radio" name="bmw_systems_messages" value="No"> No </label>
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    <div class="qsection areaQuestion areaRevealer disableQuestion" data-eval="responses['bmw_systems_messages'] == 'Yes';" style="display: none;">
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      <textarea name="bmw_systems_messages_suggestions" class="form-control input-sm" rows="3"></textarea>
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    <div class="qsection areaQuestion">
      <div class="question">How often is your question/issue resolved during the first call to the DCS Help Desk?</div>
      <div class="xs-space">
        <div class="question"></div>
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            <div class="ratingOption " data-value="4">Often</div>
            <div class="ratingOption " data-value="5">Always</div>
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        <textarea name="resolved_first_call_comment" id="inputresolved_first_call_comment" class="form-control input-sm" rows="3" placeholder="Comments or suggestions about the previous question."></textarea>
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    <div class="qsection areaQuestion">
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          <label>
            <input type="radio" name="hold_times" value="1 minute"> 1 minute </label>
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        <div class="radio">
          <label>
            <input type="radio" name="hold_times" value="5 minutes"> 5 minutes </label>
        </div>
        <div class="radio">
          <label>
            <input type="radio" name="hold_times" value="10 minutes"> 10 minutes </label>
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        <div class="radio">
          <label>
            <input type="radio" name="hold_times" value="15 minutes"> 15 minutes </label>
        </div>
        <div class="radio">
          <label>
            <input type="radio" name="hold_times" value="More than 15 minutes"> More than 15 minutes </label>
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    <div class="qsection areaQuestion">
      <div class="question">Do you ever abandon your call to the DCS Help Desk because of the wait time?</div>
      <div class="xs-space">
        <div class="question"></div>
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            <div class="ratingOption " data-value="3">Sometimes</div>
            <div class="ratingOption " data-value="4">Often</div>
            <div class="ratingOption " data-value="5">Always</div>
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        <textarea name="call_abandoned_comment" id="inputcall_abandoned_comment" class="form-control input-sm" rows="3" placeholder="Other reasons for abandoning your call."></textarea>
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    <div class="qsection areaQuestion">
      <div class="question">How often does your question or problem have to be escalated to another person before it is resolved?</div>
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        <div class="question"></div>
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            <div class="ratingOption " data-value="2">Seldom</div>
            <div class="ratingOption " data-value="3">Sometimes</div>
            <div class="ratingOption " data-value="4">Often</div>
            <div class="ratingOption " data-value="5">Always</div>
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        <textarea name="call_escalated_comment" id="inputcall_escalated_comment" class="form-control input-sm" rows="3" placeholder="Comments or suggestions about the previous question."></textarea>
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    <div class="qsection areaQuestion">
      <div class="question">What is your overall satisfaction with the current DCS Help Desk?</div>
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            <div class="ratingOption " data-value="3">Satisfied</div>
            <div class="ratingOption " data-value="4">More than Satisfied</div>
            <div class="ratingOption " data-value="5">Very Satisfied</div>
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      <div class="question">General comments or suggestions about the DCS Help Desk:</div>
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  <p></p>
  <p class="text-center" style="padding: 0px 0px; margin-bottom: 10px; font-weight: bold;">You must click the <b>Submit Response</b> button to save your answers.</p>
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Text Content

BMW Dealer Forum
LiveLookDCS Help Desk Survey (2023 Followup)


Submit Another Response

Please base your answers on support experiences from this year.

Dealership region?
Select a region Central Eastern Southern Western
Job title?
Select an option Leadership Dealer Principal Center Operator General Manager CFO
Other Leadership IT IT Director Sales General Sales Manager New Vehicle Sales
Manager New Vehicle Client Advisor Pre-Owned Sales Manager Pre-Owned Client
Advisor F&I Internet/BDC Finance Director Customer Relations Geniuses Marketing
Other Sales Service Service Manager Assistant Service Manager Shop Foreman
Warranty Administrator Service Advisor Technician Body Shop Other Service Parts
Parts Manager Assistant Parts Manager Parts Advisor Other Parts Administration
Controller IT Support Human Resources Accounting Reception/Cashier Other
Administration --- Other
Other title
How long in current position?
Select an option Less than a year 1-2 years 2-5 years Over 5 years
Do you ever call the DCS Help Desk?
Yes
No
On average, how many times do you call the DCS Help Desk each week?
Never
Less than once
1 time
2 times
3 times
4 times
5 times
More than 5 times
What issues do you typically call the DCS Help Desk about? (Check all that
apply)
Password reset/lockout
Loss of specific DCS application access
(Example: You can login to DCS but can no longer access Vehicle History or Sales
DAR/Pipeline Report.)
Help with warranty claims
DMS to DCS warranty transfer issues
Browser or compatibility issues
DCS application outages
Are there any other questions or issues you contact the DCS Help Desk about? If
yes, please tell us what they are:
Did you become a BMW or MINI Center employee in 2023?
Yes
No
If Yes, how often have you had general questions about DEMS accounts, roles, and
responsibilities needed for your job?
Never
Seldom
Sometimes
Often
Always
Would you like BMW applications within S-Gate to be easier to find?
Strongly Disagree
Disagree
Neither
Agree
Strongly Agree
Have you noticed any improvements in the warranty claims process in 2023?
Yes
No
Not Applicable
Would you like to receive automated messages when BMW systems are down?
Yes
No
If Yes, do you have any preferences about how you'd like to receive the
automated messages?
How often is your question/issue resolved during the first call to the DCS Help
Desk?
Never
Seldom
Sometimes
Often
Always
How long do you typically wait to speak to a DCS Help Desk representative?
1 minute
5 minutes
10 minutes
15 minutes
More than 15 minutes
Do you ever abandon your call to the DCS Help Desk because of the wait time?
Never
Seldom
Sometimes
Often
Always
How often does your question or problem have to be escalated to another person
before it is resolved?
Never
Seldom
Sometimes
Often
Always
What is your overall satisfaction with the current DCS Help Desk?
Not at All Satisfied
Partly Satisfied
Satisfied
More than Satisfied
Very Satisfied
General comments or suggestions about the DCS Help Desk:



You must click the Submit Response button to save your answers.

Submit Response

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