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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
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 DOMPOST #
<form id="formSurvey" action="#" method="post" data-url="/survey/dcs2023" style="margin-top: 7px;">
<input type="hidden" id="hiddenAction" name="action" value="">
<input type="hidden" name="t" value="G3d546w-1">
<input type="hidden" name="ts" value="1699296317">
<p style="font-size: 1.5em;"><b>Please base your answers on support experiences from this year.</b></p>
<div class="row">
<div class="col-sm-4">
<div class="qsection areaQuestion form-inline">
<div class="question">Dealership region?</div>
<select name="region" class="form-control" data-required="1">
<option value="">Select a region</option>
<option value="Central">Central</option>
<option value="Eastern">Eastern</option>
<option value="Southern">Southern</option>
<option value="Western">Western</option>
</select>
</div>
</div>
<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&I">F&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>
<option value="Other Parts">Other Parts</option>
<option value="#Administration" disabled="">Administration</option>
<option value="Controller">Controller</option>
<option value="IT Support">IT Support</option>
<option value="Human Resources">Human Resources</option>
<option value="Accounting">Accounting</option>
<option value="Reception/Cashier">Reception/Cashier</option>
<option value="Other Administration">Other Administration</option>
<option value="#---" disabled="">---</option>
<option value="Other">Other</option>
</select>
<div class="areaQuestion areaRevealer disableQuestion" data-eval="responses['title'] == 'Other';" style="display: none;">
<div class="question">Other title</div>
<input type="text" name="title_other" class="form-control input-sm" value="" data-required="1">
</div>
</div>
</div>
<div class="col-sm-4">
<div class="qsection areaQuestion">
<div class="question">How long in current position?</div>
<select name="experience" class="form-control" data-required="1">
<option value="">Select an option</option>
<option value="Less than a year">Less than a year</option>
<option value="1-2 years">1-2 years</option>
<option value="2-5 years">2-5 years</option>
<option value="Over 5 years">Over 5 years</option>
</select>
</div>
</div>
</div>
<div class="qsection areaQuestion">
<div class="question">Do you ever call the DCS Help Desk?</div>
<div class="areaRadios form-inline" data-required="1" style="width: 100%;">
<div class="radio">
<label>
<input type="radio" name="dcs_calls" value="Yes"> Yes </label>
</div>
<div class="radio">
<label>
<input type="radio" name="dcs_calls" value="No"> No </label>
</div>
</div>
</div>
<div id="surveyMain" class="">
<div class="qsection areaQuestion">
<div class="question">On average, how many times do you call the DCS Help Desk each week?</div>
<div class="areaRadios form-inline" data-required="1" style="width: 100%;">
<div class="radio">
<label>
<input type="radio" name="calls_per_week" value="Never"> Never </label>
</div>
<div class="radio">
<label>
<input type="radio" name="calls_per_week" value="Less than once"> Less than once </label>
</div>
<div class="radio">
<label>
<input type="radio" name="calls_per_week" value="1 time"> 1 time </label>
</div>
<div class="radio">
<label>
<input type="radio" name="calls_per_week" value="2 times"> 2 times </label>
</div>
<div class="radio">
<label>
<input type="radio" name="calls_per_week" value="3 times"> 3 times </label>
</div>
<div class="radio">
<label>
<input type="radio" name="calls_per_week" value="4 times"> 4 times </label>
</div>
<div class="radio">
<label>
<input type="radio" name="calls_per_week" value="5 times"> 5 times </label>
</div>
<div class="radio">
<label>
<input type="radio" name="calls_per_week" value="More than 5 times"> More than 5 times </label>
</div>
</div>
</div>
<div class="qsection areaQuestion">
<div class="question">What issues do you typically call the DCS Help Desk about? (Check all that apply)</div>
<div class="row">
<div class="col-sm-5">
<div class="checkbox" style="margin-top: 3px; margin-bottom: 5px;">
<label>
<input type="checkbox" name="call_reasons[]" value="Password reset/lockout"> Password reset/lockout </label>
</div>
</div>
</div>
<div class="row">
<div class="col-sm-5">
<div class="checkbox" style="margin-top: 3px; margin-bottom: 5px;">
<label>
<input type="checkbox" name="call_reasons[]" value="Loss of specific DCS application access"> Loss of specific DCS application access
<br><i>(<b>Example</b>: You can login to DCS but can no longer access Vehicle History or Sales DAR/Pipeline Report.)</i>
</label>
</div>
</div>
</div>
<div class="row">
<div class="col-sm-5">
<div class="checkbox" style="margin-top: 3px; margin-bottom: 5px;">
<label>
<input type="checkbox" name="call_reasons[]" value="Help with warranty claims"> Help with warranty claims </label>
</div>
</div>
</div>
<div class="row">
<div class="col-sm-5">
<div class="checkbox" style="margin-top: 3px; margin-bottom: 5px;">
<label>
<input type="checkbox" name="call_reasons[]" value="DMS to DCS warranty transfer issues"> DMS to DCS warranty transfer issues </label>
</div>
</div>
</div>
<div class="row">
<div class="col-sm-5">
<div class="checkbox" style="margin-top: 3px; margin-bottom: 5px;">
<label>
<input type="checkbox" name="call_reasons[]" value="Browser or compatibility issues"> Browser or compatibility issues </label>
</div>
</div>
</div>
<div class="row">
<div class="col-sm-5">
<div class="checkbox" style="margin-top: 3px; margin-bottom: 5px;">
<label>
<input type="checkbox" name="call_reasons[]" value="DCS application outages"> DCS application outages </label>
</div>
</div>
</div>
</div>
<div class="qsection areaQuestion">
<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>
<textarea name="other_questions" class="form-control input-sm" rows="3"></textarea>
</div>
<div class="qsection areaQuestion">
<div class="question">Did you become a BMW or MINI Center employee in 2023?</div>
<div class="areaRadios form-inline" data-required="1" style="width: 100%;">
<div class="radio">
<label>
<input type="radio" name="new_employee" value="Yes"> Yes </label>
</div>
<div class="radio">
<label>
<input type="radio" name="new_employee" value="No"> No </label>
</div>
</div>
</div>
<div class="qsection areaQuestion areaRevealer disableQuestion" data-eval="responses['new_employee'] == 'Yes';" style="display: none;">
<div class="question">If Yes, how often have you had general questions about DEMS accounts, roles, and responsibilities needed for your job?</div>
<div class="xs-space">
<div class="question"></div>
<div id="surveyfrequency_dems_questions" class="areaQuestion">
<input type="hidden" name="frequency_dems_questions" id="inputfrequency_dems_questions" value="" data-required="1">
<div class="rating" data-code="frequency_dems_questions">
<div class="ratingOption " data-value="1">Never</div>
<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>
</div>
</div>
<textarea name="frequency_dems_questions_comment" id="inputfrequency_dems_questions_comment" class="form-control input-sm" rows="3" placeholder="Comments or suggestions about the previous question."></textarea>
</div>
</div>
<div class="qsection areaQuestion">
<div class="question">Would you like BMW applications within S-Gate to be easier to find?</div>
<div class="xs-space">
<div class="question"></div>
<div id="surveybmw_systems_simpler" class="areaQuestion">
<input type="hidden" name="bmw_systems_simpler" id="inputbmw_systems_simpler" value="" data-required="1">
<div class="rating" data-code="bmw_systems_simpler">
<div class="ratingOption " data-value="1">Strongly Disagree</div>
<div class="ratingOption " data-value="2">Disagree</div>
<div class="ratingOption " data-value="3">Neither</div>
<div class="ratingOption " data-value="4">Agree</div>
<div class="ratingOption " data-value="5">Strongly Agree</div>
</div>
</div>
<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>
</div>
</div>
<div class="qsection areaQuestion">
<div class="question">Have you noticed any improvements in the warranty claims process in 2023?</div>
<div class="areaRadios form-inline" data-required="1" style="width: 100%;">
<div class="radio">
<label>
<input type="radio" name="warranty_improvements" value="Yes"> Yes </label>
</div>
<div class="radio">
<label>
<input type="radio" name="warranty_improvements" value="No"> No </label>
</div>
<div class="radio">
<label>
<input type="radio" name="warranty_improvements" value="Not Applicable"> Not Applicable </label>
</div>
</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%;">
<div class="radio">
<label>
<input type="radio" name="bmw_systems_messages" value="Yes"> Yes </label>
</div>
<div class="radio">
<label>
<input type="radio" name="bmw_systems_messages" value="No"> No </label>
</div>
</div>
</div>
<div class="qsection areaQuestion areaRevealer disableQuestion" data-eval="responses['bmw_systems_messages'] == 'Yes';" style="display: none;">
<div class="question">If Yes, do you have any preferences about how you'd like to receive the automated messages?</div>
<textarea name="bmw_systems_messages_suggestions" class="form-control input-sm" rows="3"></textarea>
</div>
<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>
<div id="surveyresolved_first_call" class="areaQuestion">
<input type="hidden" name="resolved_first_call" id="inputresolved_first_call" value="" data-required="1">
<div class="rating" data-code="resolved_first_call">
<div class="ratingOption " data-value="1">Never</div>
<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>
</div>
</div>
<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>
</div>
</div>
<div class="qsection areaQuestion">
<div class="question">How long do you typically wait to speak to a DCS Help Desk representative?</div>
<div class="areaRadios form-inline" data-required="1" style="width: 100%;">
<div class="radio">
<label>
<input type="radio" name="hold_times" value="1 minute"> 1 minute </label>
</div>
<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>
</div>
<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>
</div>
</div>
</div>
<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>
<div id="surveycall_abandoned" class="areaQuestion">
<input type="hidden" name="call_abandoned" id="inputcall_abandoned" value="" data-required="1">
<div class="rating" data-code="call_abandoned">
<div class="ratingOption " data-value="1">Never</div>
<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>
</div>
</div>
<textarea name="call_abandoned_comment" id="inputcall_abandoned_comment" class="form-control input-sm" rows="3" placeholder="Other reasons for abandoning your call."></textarea>
</div>
</div>
<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>
<div class="xs-space">
<div class="question"></div>
<div id="surveycall_escalated" class="areaQuestion">
<input type="hidden" name="call_escalated" id="inputcall_escalated" value="" data-required="1">
<div class="rating" data-code="call_escalated">
<div class="ratingOption " data-value="1">Never</div>
<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>
</div>
</div>
<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>
</div>
</div>
<div class="qsection areaQuestion">
<div class="question">What is your overall satisfaction with the current DCS Help Desk?</div>
<div class="xs-space">
<div class="question"></div>
<div id="surveyrating_dcs_overall" class="areaQuestion">
<input type="hidden" name="rating_dcs_overall" id="inputrating_dcs_overall" value="">
<div class="rating" data-code="rating_dcs_overall">
<div class="ratingOption " data-value="1">Not at All Satisfied</div>
<div class="ratingOption " data-value="2">Partly Satisfied</div>
<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>
</div>
</div>
<textarea name="rating_dcs_overall_comment" id="inputrating_dcs_overall_comment" class="form-control input-sm" rows="3" placeholder="Comments."></textarea>
</div>
</div>
<div class="qsection areaQuestion">
<div class="question">General comments or suggestions about the DCS Help Desk:</div>
<textarea name="comments" class="form-control input-sm" rows="3"></textarea>
</div>
</div>
<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>
<div class="row">
<div class="col-xs-12 col-sm-4 col-sm-push-4" style="padding-bottom: 20px;">
<button id="btnSurveySubmit" type="button" class="btn btn-success btn-block btn-sm">Submit Response</button>
</div>
</div>
</form>
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 © Copyright BMW National Dealer Forum. All rights reserved. The text, images, graphics, sound files, animation files, video files, and their arrangement on this website are all subject to copyright and other intellectual property protection. BMW trademarks on this website are the rights of BMW AG, including marks, model names, logos, and emblems. This website is not sponsored by, maintained, or affiliated with BMW NA or any related entities. The views and opinions expressed on this website are solely those of the dealer authors.