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June 7, 2013 Associate Administrator for Enforcement National Highway SB-10052280-5517 Polaris Industries Inc. Product Development Center 7290 Viking Blvd E Wyoming, MN 55092 T: 651-408-7579 F: 651-408-7605 June 7, 2013 Associate Administrator for Enforcement National Highway Traffic Safety Administration 1200 New Jersey Avenue, SE Washington, D.C. 20590 RE: 579.5 Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other communications for the month of May, 2013. Manufacturer: Polaris Industries Inc. (Victory Motorcycle Division; Indian Motorcycle Company; Global Electric Motorcars (GEM) Report Author: Don L. Good Telephone Number: 651-408-7579 (a) Copy of notices, bulletins, and other communications Polaris’ May issue of North Star Solutions Newsletter contained one article pertaining to Victory motorcycles i. Tri Oval exhaust approved for California (b) Other communications previously sent to the agency No other communications were released in May, 2013. The communication referred to above is attached to this report. If you have any questions with this report, please contact me at 651-408-7579. Thank you, Signed: Date: 6-7-2013 Don L. Good Product Safety Specialist Polaris Industries Inc. Meet the Polaris Staff! Recent Team Tips / Voice of Victory / TSB / SA’s Each month the North Star Service Solutions The following list includes the most recent Team newsletter features a member of the Polaris Dealer Tips, Voice of Victory, Service Bulletins and Service Services team. Tom Mitchell is this month’s Advisories that have been released. Please take featured team member. the time to visit the dealer STOP site and familiarize yourself with them. Service Bulletins: R-13-03 2011 RANGER RZR XP 900 Divider Panel Heat Shield Installation Team Tips: C-13-05-01 2013 BRUTUS™ Maximum Travel Speed 2013 ATV / ORV Lube Specification Chart The 2013 ATV / ORV Lubrication Chart has been posted to the dealer website under ‘News, Forms & Links’. To view the chart, go to your dealer homepage and select ‘News, Forms & Links’ from the ‘Service and Warranty’ dropdown, or click the Tom recently joined Polaris as a Service Engineer link below. for RANGER products. Before coming to Polaris Tom most recently worked for SICK Incorporated 2013 ATV / ORV Lube Specification Chart as a Product Specialist and Application Engineer. Tom received his Bachelors of Science in Reminder:Clean Tank Upon Pump Replacement Automotive Engineering Technology from Please remember to clean fuel tanks if needed Minnesota State University and his Masters of when servicing fuel systems. Debris in fuel tanks Science in Mechanical Engineering from Clemson may lead to reocurring failures. University. Victory Tri-Oval Approved for California While attending Minnesota State University, For Model years 2011 – 2013 Victory Tri-Oval Mankato Tom participated in the Formula SAE Exhaust has been approved for sale in California. competition. He also enjoys riding motorcycles and Calibration is not avalible yet but is coming would like to do more riding in the future. soon. Activities Tom enjoys include spending time with his wife and kids. Other interests include fly-fishing, running, skiing, baseball, and softball. 1 Improve Results with Net Promoter Scores subtracting the number of detractors from the Are you a Service Manager that reviews your number of promoters and then dividing by the total dealership’s Service NPS every day? Net Promoter number of customer surveys, including passive Score or NPS is a way to measure customer loyalty responses. by asking “Would you recommend this dealer to a friend or family member”. The answer to this NPS = Promoters – Detractors/ Sum of all responses (including Passives) question allows you to track if a customer is a promoter or detractor, more on that later. In today’s fast paced, social media entrenched Do you know where to find and review your Service consumer environment, promoters are key to NPS results regularly? Your specific NPS data can growing our business. And, in fact, addressing be found on your dealer website under “Dealer detractor concerns quickly can even help grow a Management” and then “NPS Reporting Website”. valued customer and business. So, what exactly are promoters and detractors? If you cannot see this menu option, please submit an ASK Polaris case and we will help you with Detractors are customers who rate their likelihood access if approved. to recommend their Polaris dealer between a zero and six on the zero to ten scale. Detractors for your dealership, if any, can be found in one of three places on the website. First, in the box that contains the links to specific customer surveys labeled “Detractor Surveys”, Second, by clicking on the red stop light icon’ Or third by clicking on the “Surveys” icon in the upper right corner and doing a simple search. This will enable your dealership to promptly follow up with these customers to try and address any specific issues they may have and to remedy the situation. A free training module is online at www.polaristraining.com in the service area to get more detail on how to follow up with detractors. When accessing the site you will see that all the calculated numbers will have the definition and how they are calculated by simply hovering over the value. In addition, you have multiple ways to search on the data to find out specifically how customers view your dealership. Our customers will answer the question “Would you recommend this dealer to a friend or family member” on a scale of zero to ten. These results are then calculated with each new survey result for your dealership. NPS is actually calculated by 2 Customers who answer the survey question with a seven or eight on the zero to ten NPS scale are considered “passives”. It is always a good practice to follow up with customers after service and passive responders can provide valuable information as well. Promoters are your BEST ambassadors for your dealership and the services that you offer. These customers answer the question “would you recommend this dealer to a friend or family member” with a nine or ten on the zero to ten scale. These are the folks that are most likely to promote your dealership through word of mouth or social media and are very valuable. We all want as many promoters as possible because these customers will return for both service and will hopefully promote future sales. The most effective way to promote your dealership and reduce negative impressions is to cultivate and grow the number of Reminder: Net promoter score is calculated by promoters you have for your dealership. You are subtracting the number of detractors from the able to see who your dealership promoters are number of promoters, and dividing by the total through the customer list in the box titled number of surveys, including ant passives. “promoters”. Just click on the customer name, or through the green stop light icon. Finally you can In the lower left hand corner you will find the survey search all promoters through the “surveys’ icon in metrics data. This chart shows the number of the upper right corner. surveys mailed in the last 12 months, number of surveys returned and percentage. It also shows On the NPS gauge itself you can quickly identify the goal. Our national goal for survey return your dealership NPS score for the past 12 months. percentage is 20%. This goal is based off of a The gauge line will appear yellow until you hit the statistically accepted number to obtain a fair national NPS goal of 70. This is considered “world sampling of information to have it be valuable. class”. When you hit the 70 goal or higher the gauge line will turn green to indicate you are Best practices for dealerships include the simple meeting or exceeding the goal. World class and common practice of physically mentioning to customer loyalty companies you may know are every warranty customer, that they will be receiving Costco, Apple, USAA (banking), Amazon and a survey in the mail and could they please fill it out Trader Joe’s. These companies regularly receive so your dealership can get the best information high scores from their customers as having possible regarding customer experience. Some consistent and excellent customer service. dealerships even have a copy of the survey on the service desk to show customers. In addition, mentioning to customers that you would appreciate 3 the opportunity to correct any issues right then, and Be sure to thank these customers, on behalf of us there will help increase the positive promoter all. numbers. We all know customers want to be heard and have their issues addressed promptly. The lower box shows the surveys returned in the last seven days. You can click on any name highlighted in blue to go directly to the survey itself to see their specific answers In the survey report itself you will see the very top score is NPS. The current score is the past 12 months and the “one year ago” score reflects NPS months 13 to 24. We are still collecting satisfaction data regarding the topics customers say is most important to them. In the upper right corner of the site you have 3 For example, communications, prompt greeting and navigation icons. The home icon is to return to the service staff knowledge all rank very high. This will home page from wherever you are in the site. The provide your dealership very valuable information ‘surveys’ and ‘reports’ icons are for doing simple as to the areas that you excel and others that may searches in order to obtain more specific need attention. information related to a customer or overall Please visit your Polaris dealer website for a free dealership data. webcast under the left hand menu option “Service webcasts & MSD” and then choose the webcast In the middle of the site you will see three boxes title “Customer Service Index (CSI) changing to Net with customer names.
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