This document describes the parameters and usage of CCC Estimating reports for Carwise.com activity, CSI (Customer Satisfaction Index) surveys, and other Update Plus functionality.
Net Promoter Score
CCC Estimating Reports
Using UpdatePlus Reports
UpdatePlus Report Subscriptions
Reporting for the various UpdatePlus functions can be found within 2 locations in CCC Estimating. There are CCC Estimating reports found under the Customer filter option accessed via clicking on the Reports menu, then Find Report. The second group of reports are accessible via clicking on the Reports menu, then UpdatePlus Reports. This second group launches a new window to the cccone.com online reports. Most of these reports replace functionality formerly found by direct login to UpdatePromise.com. This method is no longer used and you should refer to the UpdatePlus Reports options below.
A Note on Report Differences the CCC Estimating report CSI Summary for shop and the UpdatePlus CSI Summary Report run on different metrics, so differences are to be expected. The CCC Estimating report does a simple value of all the individual CSI scores to calculate the bottom line overall CSI Score, the UpdatePlus report uses each required metrics from each survey for the combined overall CSI score.
For example: Let's say there are 2 completed surveys, belonging to two different insurance companies.
For survey 1, three of the metrics used for overall score calculation has a value of 60, 70, and 80, making a CSI score of (60+70+80)/3 = 70.
For survey 2, two of the metrics used for overall score calculation has a value of 80 and 20, making a CSI score of (80+20)/2 = 50.
CCC ONE report will then have a combined overall score of (70+50)/2 = 60.
UpdatePlus reports uses the true logic of making it (60+70+80+80+20)/5 = 62.
Net Promoter Score
A Net Promoter Score (NPS) can be found in various CSI reports. It is based on the fundamental perspective that every company's customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one simple question — "How likely is it that you would recommend [Company X] to a friend or colleague?" — you can track these groups and get a clear measure of your company's performance through your customers' eyes. Customers respond on a 0-to-10 point rating scale and are categorized as follows:
(score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
(score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
(score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
To calculate your company's Net Promoter Score (NPS), take the percentage of customers who are Promoters and subtract the percentage who are Detractors.
CCC Estimating Report Descriptions
|REPORT NAME||REPORT DESCRIPTION|
|Carwise.com Activity||A report showing consumer activity on Carwise.com over a specified date range.|
|CSI Customer List||Workfile and customer information for ROs closed over a specified date range.|
|CSI Post-Delivery Feedback (UpdatePlus)||Post-delivery feedback responses for ROs closed or delivered within the specified date range.|
|CSI Service Recovery (UpdatePlus)||Overall summary of service recovery forms sent within the specified date range.|
|CSI Summary for Insurance (UpdatePlus)||CSI Summary for completed insurance company surveys for the specified date range.|
|CSI Summary for Shop (UpdatePlus)||CSI Summary for completed repair facility surveys for the specified date range|
|CSI Summary Overall (UpdatePlus)||Overall CSI summary for completed RF and insurance company surveys for the specified date range.|
|CSI Survey Detail (UpdatePlus)||Overall summary of RF and insurance CSI surveys for workfiles within the specified date range.|
|Customer Replies (UpdatePlus)||Replies received from customers on open and closed workfiles within the specified date range.|
|Customer Satisfaction Report||Customer and repair information for ROs delivered within the specified date range.|
|Promise Date Accuracy*||Promise date accuracy for workfiles delivered within the specified date range.|
* Accuracy Score: This score is based on whether you Complete the vehicle on or before the original Promise date. The only time accuracy score would be negatively affected is when repairs are completed after Original Promise Date/Time. Time is a key component. If you do not complete a Promise on or before the listed time it is late. If Completed/Delivered date/time is before the original promise date/time, the accuracy score is not reduced.
CCC UpdatePlus (cccone.com) Report Descriptions
|REPORT NAME||REPORT DESCRIPTION|
|Production Report*||The Production Report shows all active repairs where the vehicle was dropped off within the specified date range. The date range can be extended to see all active repairs in a 93 day period|
|Performance Report*||The Performance Report analyzes the Repair Facility and Estimator performance over the last 6 months by showing Total Jobs Delivered and Shop/Estimator accuracy.|
|Post Delivery Feedback Report||The Post Delivery Feedback Report shows the Post Delivery feedback over a specified date range by Repair Facility and Estimator.|
|CSI Completion Report||The CSI Completion Report shows the CSI completion rate and the number of completed Service Recovery forms for the specified month and year-to-date.|
|CSI Shop Summary Report||The CSI Shop Summary Report shows the key performance metrics from survey results over a specified month range. The month range can be extended to a maximum period of 12 months.
|CSI Estimator Summary Report||The CSI Estimator Summary Report shows the key performance metrics from survey results over a specified month range, grouped by Shop/Estimator. The month range can be extended to a maximum period of 12 months. (This will include ANY employee that was active in the 12 month period if they had CSI Survey data returned, even if the employee is currently deactivated they will still show on the CSI Estimator Summary Report.)|
|CSI User Ranking Report||The User Ranking Report shows CSI survey completion data over a specified month and year combination.|
|CSI Industry Trend Report||The CSI Industry Trend Report shows CSI survey results over the past 12 months from the specified month. The results are compared with regional and overall industry CSI survey results.|
*Network Ranking ranks the appraiser with all other appraisers in the cccone.com website. It is based on the Accuracy Score as well as how many Promise jobs they accomplish. A lower ranking does not mean the appraiser is doing a bad job, it is just a comparison to see where they rank against other users
Promise Accuracy Rating Individual Promise Accuracy Rating is not available on any reports. You must look at each individual promise to see the results. Here is how the Promise Accuracy Rating is calculated (by hours). The promise accuracy rating formula is: (Completed - Original Promise / Original Promise - Date In)
Performance Accuracy Score can be found in several places, including the Production Report and the Performance Report. The Production report shows the current month to date results. The Performance Report is a rolling 30-day result. This shows “Completed” jobs that have been delivered. Here is how the Performance Accuracy is calculated: Jobs Completed On Time (on or before the Orig. Promise Date) / Jobs Completed.
Using UpdatePlus Reports
- Select the UpdatePlus Reports link from the Reports drop list in the upper right-hand corner of your CCC Estimating screen:
- You will then see a page with the available reports and a description of each:
- Selecting the desired report will take you to a configurable Parameters dashboard. (Available parameters are dependent on the report chosen, not all parameters will be available on every report.):
- Once the desired Parameters are specified and the report is run, you will be able to select the Printer icon in the header of the report if a printed copy is needed:
Each employee has the ability to configure report subscriptions under Report Settings. The Settings gear will be available in the top right-hand screen if your user ID has been transitioned over to UpdatePlus reports within CCC ONE.