Customer Loyalty Assistance FAQ
VWG-19-02 Date: January 22, 2019
This document contains FAQs pertaining to:
Goodwill Decision Making
Self-Authorization
Claim Administration
Tools & Resources

Goodwill Decision Making
•

Should I refer customers to Volkswagen Customer CARE for Goodwill assistance?
No. Goodwill is intended to be administered by the dealer. The revisions to the program allow
you to make on the spot decisions without prior authorization. Referring the customer to CARE
only creates additional and unnecessary work for the customer and for you. This is also a great
opportunity for you to take ownership of the decision and for the customer to see you as the
“hero”.

•

Should I call my Region Case Manager (RCM) for Goodwill approval?
No. If you are outside of your dealer’s self-authorization limits, a WISE Goodwill Exception
Request should be submitted. Referring a customer to CARE adds additional unnecessary effort
on the customer and on the dealer and can significantly prolong the Goodwill decision making
process.
Note: If you are within your dealer’s self-authorization limits, you can enter the claim directly
into SAGA for payment. No WISE Goodwill Exception Request or FOM approval is necessary.

•

Does referring a customer to Volkswagen Customer CARE for Goodwill provide any advantage
to the dealer or customer?
No. It actually creates additional work for the customer and can reduce the overall experience
of the Goodwill offer itself.
Customer CARE will only offer Goodwill directly to the customer in cases where we have received
agreement from your dealership.
Any Goodwill decisions made on behalf of your dealer, with your buy-in, will be applied to your
dealer code regardless if Volkswagen Customer CARE is contacted.

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January 22, 2019

Self-Authorization
•

How do I know if my current self-authorization level is Premium, Authorized or NonAuthorized?
Your dealer’s self-authorization level is listed on WISE. To review your self-authorization level,
click on the “Operations” tab and “Check my self-authorization limits”. Please note, levels will
be updated quarterly.
For important dates, please reference the “Tier Change Calendar” available on the Resource
Center on WISE. https://www.vw-wise.com.

•

I would like to assist inside my self-authorization guidelines. What do I need to do?
If you feel your decision fits within Goodwill parameters outlined in the program, you can submit
the claim directly into SAGA for payment.

•

I would like to assist outside of my self-authorization guidelines. What do I need to do?
Please submit a WISE Goodwill Exception Request using the link under the Operations section in
WISE: https://www.vw-wise.com. Please ensure the request clearly indicates why the customer’s
situation merits additional consideration. It is not necessary to contact your RCM (Region Case
Manager).

•

Do I have to contribute toward Goodwill?
The customer and/or dealer does not have to contribute toward every Goodwill claim.
Contribution will be calculated taking a percentage of total spend by Customer/Dealer overall
for all claim types for the previous quarter. At minimum, 10% contribution toward total spend
for a three month period is required in order to be eligible for the Authorized or Premium levels
of self-authorization.

•

What does five claim minimum mean?
A minimum of five claims are required to determine self-authorization level.

•

Do I need approval from my FOM?
No. You only need approval from your FOM or a WISE Goodwill Exception Request if you are
outside of your dealer’s self-authorization levels. A WISE Goodwill Exception Request is required
if you are a Non-authorized dealer or an Authorized dealer and your claim is greater than $1000
or greater than 24,000 miles outside of New Vehicle Limited Warranty or Powertrain. If you are
outside of your self-authorization as listed above and receive pre-approval from your FOM, you
will need to submit the claim directly into SAGA with the appropriate approvers’ name in the
comment section.

•

When will my tier change?
We want to give your dealer every chance to be successful, therefore we will be updating selfauthorization levels quarterly. Your level will be based on the prior quarter’s total goodwill spend
for your contribution percentage and the prior month end Service Retention numbers. For
important dates, please reference the "Tier Change Calendar" available on the Resource Center
on WISE. https://www.vw-wise.com.

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January 22, 2019

•

When do I submit a Goodwill Exception Request through WISE?
A WISE Goodwill Exception Request is only required when you are requesting assistance outside
of your self-authorization guidelines.

•

Am I still required to follow Goodwill and/or Warranty Policy and Procedures if I received prior
approval from my FOM?
Yes. When you obtain an approval from your FOM, the request to assist the customer has been
approved, but you will still need to follow existing Warranty Policies and Procedures when
entering the claim in SAGA.

•

I received approval outside of my self-authorization, do I still need to fill out a WISE Goodwill
Exception Request?
No. If you receive approval from your FOM and you are outside of your self-authorization
guidelines, a WISE Goodwill Exception Request is not required. You will need to submit the claim
directly into SAGA with the appropriate approvers’ name in the comment section.

•

How is Service Retention calculated?
We will leverage the same data that is used to calculate Service Retention for your After Sales
Bonus Objectives.
Your tier level could change quarterly based on the prior month’s Service Retention score. We
will use the best of either your Service Retention compared to your region or your area.
To see how your dealer is performing Service Retention is listed in Service IQ under the Market
Share Tab on the VW Hub.

•

How is my Quarterly Contribution Percentage calculated?
The customer/dealer percent of contribution is calculated based on your dealer’s total goodwill
spend over a 90 day period and re-evaluated quarterly. The data used to calculate contribution
is pulled directly from what is entered into SAGA for each Goodwill claim.
Example: For the previous quarter, a dealer has 18 total goodwill claims with $6,000 in total
spend. Customer and/or Dealer contribution spend for the 18 claims is $825. This dealer has
achieved 13.75% for customer/dealer contribution.
Premium
At Target

Customer/Dealer Contribution > 20%
(% of total spend)

Authorized
Trending Toward
Target

Customer/Dealer Contribution >10%
(% of total spend)

Non-Authorized
Significantly
Below Target

Customer/Dealer Contribution < 10%
(% of total spend)

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January 22, 2019

Claim Administration
•

How long do I have to file a Goodwill Claim in SAGA?
Claims must be transmitted no later than 30 days from the date of repair (last punched repair
date). Claims received after one year from the date of repair cannot be processed. Some states
may not allow this limitation. Check state law for further information.

•

I have entered my Goodwill claim in SAGA, why is my claim in “Processing Status”?
It may be that your claim is requiring correction or confirmation. In order to resolve, please follow
the steps below:
o Please see claims pending on the Process/Confirm tab on the List of Claims screen in
SAGA. Open the claim record and look for the data (1) noted for correction or (2) changes
noted for confirmation.
o When you confirm changes/corrections to a claim, the claim will process.
o When you confirm a cancellation, you may need to resubmit the claim.
o When you reject a cancellation, enter the rejection comments and return claim for
processing.

•

Why was my claim “Cancelled” in SAGA?
Reasons for claim cancellation:
o The necessary documentation required was not provided
o Claim is missing the three C’s (Concern, Cause and Correction)
o Goodwill notation is not accurately documented on the Repair Order with the Service
Manager’s signature
o Existing Warranty Policies and Procedures were not adhered to when submitting the
claim. Cancellation is possible even with FOM approval. Example would be: Non
adherence to a published technical service bulletin.
o Submission of a denied/adjusted Warranty claim

•

What happens once I submit my Goodwill Exception Request through WISE for review?
When a WISE Goodwill Exception Request is submitted, a system generated tracking number is
provided. This is not an approval number, but documentation that your request was received. A
Goodwill Analyst will review and will either approve, deny or request more information if needed.
o
o
o

Approved WISE Goodwill Exception Requests will indicate an approved percentage of
assistance, 1-100%.
Denied WISE Goodwill Exception Requests will indicate 0% assistance. Details for the
denial will be included in the “Remarks” section at the bottom of the WISE form.
The Goodwill Analyst who is reviewing your Goodwill Exception Request may need
further information from you before making a decision. This could be information such
as repair orders or maintenance records. Your Goodwill Analyst will contact you directly.

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January 22, 2019

•

What is the difference between 210 and 2CM claim types?
Types of Assistance

210

Assistance with a repair needed due to component failure
or defect that would normally be covered by an applicable
VW warranty, but that warranty as since expired.
Not to be associated with consumable items.

Gifts
(Marketing)

2CM

Gift provided to acknowledge a repair, experience or
event. Example: Gift cards, dinner, lunch, lease/loan
payment, VW DriverGear accessories. Service numbers
starting with X0_.

Consumable Repairs
(Technical Marketing)

2CM

Out of Warranty
Repairs
(Technical)

•

Assistance with a consumable repair needed due to
customer use. Example: Battery, brakes, bulbs

What information is required for a timely review of my WISE Goodwill Exception Request
decision?
o Customer’s First and Last Name
o Vehicle Age and/or Mileage
o Vehicle Condition/Maintenance
o Ownership Experience
o Brand Loyalty
o Dealer Loyalty
o Repeat Repairs
o Previous Goodwill Offered
The Goodwill justification field is limited to 2,000 characters and is utilized to paint a clear picture
as to why you feel this customer merits Goodwill.

•

How do I calculate my Customer/Dealer Contribution percentage on an individual claim?
Formula:
(Dealer/Customer Contribution Amount) x 100 / Total Cost of the repair
= SAGA Goodwill Share %
Example:
Dealer/Customer Share = $500
Total Cost of the repair = $1,136.31
Goodwill Requested = $$636.31
Dealer/Customer – 44%
VW Goodwill – 56%
($500 x 100) / $1,136.31 = 44%
44% would be entered in all 4 boxes for Labor, Material, Outside Labor and Outside Material

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January 22, 2019

•

How do I enter customer/dealer contribution in SAGA?
It is imperative that the total amount the customer and/or dealer is contributing toward the
repair is considered when entering the percentages into SAGA.
o The first screen will display your dealer in the Exporter view as shown in the example
below. The amount that is being paid by customer and/or dealer is entered into this
screen.
o Once submitted the Importer view will show what is being asked from Goodwill.
Example: The Customer/Dealer are covering the labor and asking for Goodwill toward the
parts/material. The total cost of the repair is $350; Labor is $200 and Parts are $150. In this
example, the dealer/customer are contributing 57% toward the total cost of the repair, however
the Goodwill Share percentage will be entered like below.
Reminder: When utilizing assistance, warranty (versus retail) rates must be applied to the entire
cost of the repair. Customer pay percentages must reflect warranty as opposed to retail rates
for Goodwill offers.
100% would be entered for Labor since the customer/dealer are contributing 100% toward
labor. For Material/Parts, 0% is entered because that is what is being asked of by Goodwill.

When sublet (outside) labor and/or materials are applicable, these fields must also be adjusted
to reflect the level of customer/dealer participation.
Once submitted, the request will show the Goodwill Share in the importer view, Material/Parts
is 100% for Goodwill and 0% is being asked for labor because that is what the
customer/dealer are contributing.

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January 22, 2019

Tools and Resources
•

Who can I reach out to if I have any questions regarding the Goodwill Program?
Volkswagen’s goal is to ensure our Goodwill program is set up in a way that supports dealer
empowerment and promotes customer retention. Questions regarding this program or claim
submission should be directed to the Customer Loyalty Assistance Team via email at
vwgoodwill@vw.com or by calling the Warranty Helpline at 1-866-306-8447.

•

Where do I locate how I am performing or trending before my tier changes?
o Contribution is located in WISE under Goodwill under the “Performance” tab.
o Service Retention is listed in Service IQ under the Market Share Tab

•

How do I access and complete the Goodwill training course?
You can access the Goodwill Training course via www.vwwebsource.com. The course code for
“Increasing Customer Loyalty Assistance through Goodwill” is 701744.

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January 22, 2019