Managing Customer Ratings in PSXLink

KB Article #6818

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Customer ratings allow dealerships to rate their customers on an academic A-F scale. These ratings are based on customer type (e.g. Collision, Mechanical) and can have up to four categories. Administrators can define what each rating looks like by customer type and can alter the importance of each category. 

Select one of the options below to get started: 

• Setting Customer Rating Criteria
• Understanding How Customer Ratings are Calculated

Notes:

• Customer ratings are updated overnight. For example, if a large invoice came in for a customer in today's data feed, their rating will reflect this information tomorrow. 
• Customer ratings are visible in PSXLink Standard, but only PSXLink Professional accounts have access to the settings to update and manage the criteria.

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Setting Customer Rating Criteria

To set customer rating criteria: 

1. Choose General from the Preferences drop-down menu.
   
2. Click Ratings from the left side panel.
   
3. Choose the customer type from the Rating Type drop-down menu.
   
4. If this type should be used by default, check the Default Type box. 
   
5. For each row in the grid:
   
   1. Check the Enabled box if the rating should be enabled. 
   2. Adjust the Weight by placing the cursor in the field within the table and type the desired percentage. 
   3. Adjust the amount, percentage, or mileage for each grade (A through F) by placing the cursor in the fields within the table and typing the desired numbers. 
6. When ready, click Recalculate Ratings to save them. 
7. Follow Steps 3-6 for each desired customer type. 

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Understanding How Customer Ratings are Calculated

For each row, the rating is converted to an integer: A=5, B=4, C=3, D=2, F=1. The integers are then multiplied by their weight and added together. 

For example, a customer has ratings of A, C, B, and B and respective weights of 40%, 30%, 30%, and 0%. 

0.40(5) + 0.30(3) + 0.30(4) + 0.0(4) = 4.1 = B overall rating

Notes: 

• Ratings are rounded down. This means a score of 4.9 would still be considered a B overall, a 3.9 would be considered a C overall, and so on. 
• These ratings are applied based on the customer type. A customer set as Mechanical would use the mechanical rating type. A customer set as Collision will use the collision rating type. 
• Different customer type ratings use different time ranges for the ratings assessment. Most use a sum of either the last 30 or 90 days. This range cannot be altered by administrators at this time. 
• Customer ratings do not include data that was loaded today, due to processing timing and speed. 
• A distance of 0 or N/A will result in no rating and will not be included in the overall rating. 
• A customer must have a rating of A (an N/A may be present) in all enabled rows in order to get an overall rating of A. 
• A disabled row (not checked as Enabled) has a weight of 0%.