Human Touch survey

Dear Colleagues,

We kindly invite you to take a moment to complete our short survey, which takes approximately 25 minutes to finish.

Your valuable feedback will help us gain a deeper understanding of your market needs and the current developments in the Human Touch area within the market you represent. Your insights are crucial for us to enhance our services and better cater to your expectations.

Thank you very much for your time and input. We sincerely appreciate your cooperation.

Best regards,

The Human Touch Team

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Human Touch - Market Survey 2025

2

How would you rate maturity level of Human Touch in your market?

One answer only, where "1" means Very low (e.g., we do not deal with HT initiatives) and "5" means Very high (e.g., we not only follow the existing initiatives, but also create our own)

Human Touch internal survey 2025

Human Touch - Market Survey 2025

3

What are the biggest challenges that influence customer satisfaction in you market?

Vyberte jednu nebo více odpovědí

Human Touch internal survey 2025

Human Touch - Market Survey 2025

Note: there is a ready guideline of description HT roles for Škoda Auto (HT ambassador for importer, HT expert for retailers)

4

Do you have a dedicated person responsible for HT in your importer side (HT ambassador for Škoda brand)?

Vyberte jednu odpověď

Yes, we have (1 person for sales, 1 person for aftersales)

Yes, we have (1 person for both areas – sales and aftersales)

No, we don´t have

Human Touch internal survey 2025

Human Touch - Market Survey 2025

5

What are the responsibilities and tasks of this person? (Please describe in short)

Human Touch internal survey 2025

Human Touch - Market Survey 2025

6

In previous question you mentioned that you do not have dedicated person for Human Touch. When do you plan to establish this role? Please specify.

Human Touch internal survey 2025

Human Touch - Market Survey 2025

7

Do you have a dedicated person responsible for HT in your dealerships (HT expert)?

Select one answer

Yes, we have

No, we don´t have

Human Touch internal survey 2025

Human Touch - Market Survey 2025

8

What are the responsibilities and tasks of this person? (Please describe in short)

Human Touch internal survey 2025

Human Touch - Market Survey 2025

9

In previous question you mentioned that you do not have dedicated person for Human Touch. When do you plan to establish this role? Please specify.

Human Touch internal survey 2025

Human Touch - Market Survey 2025

10

Have you initiated any awareness of HT Next level Strategy 2030?

Select one answer

Yes

No

Human Touch internal survey 2025

Human Touch - Market Survey 2025

11

How have you initiated awareness of HT Next level Strategy 2030? Please specify.

Human Touch internal survey 2025

Human Touch - Market Survey 2025

12

Have you already communicated this strategy to your dealers

Vyberte jednu odpověď

Yes

No

Human Touch internal survey 2025

Human Touch - Market Survey 2025

13

How do you communicate Human Touch towards dealers?

Vyberte jednu nebo více odpovědí

Human Touch internal survey 2025

Human Touch - Market Survey 2025

Human Touch internal survey 2025

Human Touch - Market Survey 2025

Note: guideline of HT commitments/promises is in preparation and ready for markets from 05/2025

15

Have you implemented any specific HT commitments within your dealerships?

Vyberte jednu odpověď

Yes, we have them

Yes, we are preparing them

No, we do not have them

Human Touch internal survey 2025

Human Touch - Market Survey 2025

16

Please describe in short

Human Touch internal survey 2025

Human Touch - Market Survey 2025

17

Please describe in short

Human Touch internal survey 2025

Human Touch - Market Survey 2025

18

Have you implemented any specific Human Touch commitments for your customers?

Vyberte jednu odpověď

Yes, we have them

Yes, we are preparing them

No, we do not have them

Human Touch internal survey 2025

Human Touch - Market Survey 2025

19

Please describe them in short

Human Touch internal survey 2025

Human Touch - Market Survey 2025

20

Please describe them in short

Human Touch internal survey 2025

Human Touch - Market Survey 2025

Note: new HT behavioral model is ready for markets

21

Do you use any specific Human Touch Behavioral model or tools that promote positive behavior within your dealerships?

Select one answer

Yes, we do

No, we do not

Human Touch internal survey 2025

Human Touch - Market Survey 2025

22

Please describe in short

Human Touch internal survey 2025

Human Touch - Market Survey 2025

23

Do you work on Human Touch implementation in the digital environment?

Select one answer

Yes, we do

No, we don´t

Human Touch internal survey 2025

Human Touch - Market Survey 2025

24

Please describe in short.

Human Touch internal survey 2025

Human Touch - Market Survey 2025

25

How do you measure Human touch?

Select one answer

Human touch index from ŠCX

Other (please specify)

Human Touch internal survey 2025

Human Touch - Market Survey 2025

26

What other KPIs and evaluation do you use for Customer experience?

Human Touch internal survey 2025

Human Touch - Market Survey 2025

27

Which Human Touch reward and motivation activities and principles do you use in your market for retailers?

Select one or more answers

bonus programme

motivational events for employees

Human Touch pins

Other (please specify)

Human Touch internal survey 2025

Human Touch - Market Survey 2025

28

Which Human Touch rewarding (if any) do you use on importer side?

Human Touch internal survey 2025

Human Touch - Market Survey 2025

29

Have you participated in Attitude training Train the trainer in 2024-2025?

Select one answer

Yes

No

Human Touch internal survey 2025

Human Touch - Market Survey 2025

30

Do you plan to implement it?

Select one answer

Yes

No

Human Touch internal survey 2025

Human Touch - Market Survey 2025

31

Until when do you plan to implement it?

Human Touch internal survey 2025

Human Touch - Market Survey 2025

32

How do you work generally with Human touch content in trainings and qualification?

Human Touch internal survey 2025

Human Touch - Market Survey 2025

33

Do you map competitor´s educational and training activities?

Select one answer

Yes, we do

No, we do not

Human Touch internal survey 2025

Human Touch - Market Survey 2025

34

Which aspect do you focus on?

Please describe briefly

Human Touch internal survey 2025

Human Touch - Market Survey 2025

35

Do you have any program/tool/initiative to support HR area/recruitment/retention etc. at the dealership?

Select one answer

Yes, we have specific program/tool/initiative

No, but we are planning to implement some

No, we do not have any at the moment

Human Touch internal survey 2025

Human Touch - Market Survey 2025

36

Please describe shortly

Human Touch internal survey 2025

Human Touch - Market Survey 2025

37

Please describe shortly

Human Touch internal survey 2025

Human Touch - Market Survey 2025

Note: HT People excellence guidebook is ready for markets

38

Do you know Škoda HT People Excellence program (support for dealership managers in HR topics)?

Select one answer

Yes, we do

No, we do not

Human Touch internal survey 2025

Human Touch - Market Survey 2025

39

Do you use Škoda HT People Excellence program guidebook?

Select one answer

Yes, we do

No, we do not

Human Touch internal survey 2025

Human Touch - Market Survey 2025

40

Please specify, how do you use Škoda HT People Excellence program guidebook?

Human Touch internal survey 2025

Human Touch - Market Survey 2025

41

Would you like to be a part of Škoda HT People Excellence program?

Select one answer

We are already part of it

Yes, we we would like to be

No, we are not interested

Human Touch internal survey 2025

Human Touch - Market Survey 2025

42

Do you know tool "Staff retention program" as a part of People Excellence?

Select one answer

Yes, we do

No, we do not

Human Touch internal survey 2025

Human Touch - Market Survey 2025

43

Do you use "Staff retention program" as part of Škoda HT People Excellence program for Škoda brand in your market?

Select one answer

Yes, we are already part of it.

Yes, we would like to be.

No, we are not interested.

Human Touch internal survey 2025

Human Touch - Market Survey 2025

45

Do you have any specific Human Touch tool of your own in your dealerships?

Please describe shortly

Human Touch internal survey 2025

Human Touch - Market Survey 2025

46

Please describe your market Human Touch best practices

Human Touch internal survey 2025

Human Touch - Market Survey 2025

47

And last questions, what would you address to Škoda HQ in regards of Human Touch? Is there anything you feel is missing in the Human Touch area / materials?

Human Touch internal survey 2025

Thank you for your time and your feedback.

Human Touch survey

Which market do you represent?

How would you rate maturity level of Human Touch in your market?

What are the biggest challenges that influence customer satisfaction in you market?

Do you have a dedicated person responsible for HT in your importer side (HT ambassador for Škoda brand)?

What are the responsibilities and tasks of this person? (Please describe in short)

In previous question you mentioned that you do not have dedicated person for Human Touch. When do you plan to establish this role? Please specify.

Do you have a dedicated person responsible for HT in your dealerships (HT expert)?

What are the responsibilities and tasks of this person? (Please describe in short)

In previous question you mentioned that you do not have dedicated person for Human Touch. When do you plan to establish this role? Please specify.

Have you initiated any awareness of HT Next level Strategy 2030?

How have you initiated awareness of HT Next level Strategy 2030? Please specify.

Have you already communicated this strategy to your dealers

How do you communicate Human Touch towards dealers?

How often do you communicate HT topics towards your network?

Have you implemented any specific HT commitments within your dealerships?

Please describe in short

Please describe in short

Have you implemented any specific Human Touch commitments for your customers?

Please describe them in short

Please describe them in short

Do you use any specific Human Touch Behavioral model or tools that promote positive behavior within your dealerships?

Please describe in short

Do you work on Human Touch implementation in the digital environment?

Please describe in short.

How do you measure Human touch?

What other KPIs and evaluation do you use for Customer experience?

Which Human Touch reward and motivation activities and principles do you use in your market for retailers?

Which Human Touch rewarding (if any) do you use on importer side?

Have you participated in Attitude training Train the trainer in 2024-2025?

Do you plan to implement it?

Until when do you plan to implement it?

How do you work generally with Human touch content in trainings and qualification?

Do you map competitor´s educational and training activities?

Which aspect do you focus on?

Do you have any program/tool/initiative to support HR area/recruitment/retention etc. at the dealership?

Please describe shortly

Please describe shortly

Do you know Škoda HT People Excellence program (support for dealership managers in HR topics)?

Do you use Škoda HT People Excellence program guidebook?

Please specify, how do you use Škoda HT People Excellence program guidebook?

Would you like to be a part of Škoda HT People Excellence program?

Do you know tool "Staff retention program" as a part of People Excellence?

Do you use "Staff retention program" as part of Škoda HT People Excellence program for Škoda brand in your market?

Which Human Touch tools are being used from past?

Do you have any specific Human Touch tool of your own in your dealerships?

Please describe your market Human Touch best practices

And last questions, what would you address to Škoda HQ in regards of Human Touch? Is there anything you feel is missing in the Human Touch area / materials?