Strategies & TacticsStrategy: Keep customer service top-of-mind for dealership fixed- operations personnel.Tactic: Used a variety of media to communicate customized program goals at the regional level.

Strategy: Encourage training and certification to improve first-time repair and multi-point inspection performance.Tactic: Awarded points for completing training/certification completion and deployed peer and customer-facing recognition certificates and training patches. Launched a user-friendly website with progress-to-goal reporting and customized color scheme for certification level.

Customer Loyalty Case StudyMajor Auto OEM Service Personnel Reach Record Customer Satisfaction Score

“ I appreciated your thought partnership, value-add and willingness to go above and beyond.”

- Major Auto OEM’s Client Contact

DEALERSHIP DEALER PRINCIPAL

Service STAR Quarter to Date

ALL WE CE SC EA SO

Star Power Quarter to Date

Service Sells Cars

Welcome, JOHN DOE

My Activity

HOME INFORMATION CENTER AWARDS MY ACTIVITY ADMIN TOOLS

MESSAGE CENTER

CORPORATE PROGRESS

CLICK TO SEE ALL

CORP -

Quarterly Survey Count ........................... 64,372

Total Service Consultants* ...................... 1,433

Total Service Managers* .......................... 826

SURVEY EARNED POINTS

FRFT and WA/MPI "Both Yes" ................. 6,368,000

FRFT and WA/MPI "Yes" and HSI 875+ ............................................... 13,625,000

Only FRFT "Yes" .......................................... 1,442,500

Genesis and HSI Score 920+ .................. 169,000

Only WA/MPI "Yes" .................................... 206,000

HSI 850+ ....................................................... 3,061,500

FRFT and WA/MPI "Yes" and HSI 875+ Serv Mgr Bonus .............. 5,450,000

Genesis and HSI Score 920+ Serv Mgr Bonus .......................................... 50,700

SOUTH CENTRAL

HSI: 870+ WA/MPIGoal: 870 Goal: 62.0%Actual: 831 Actual: 847

Quarter Period: 6/29/10 through 9/28/10

CLICK HERE for Program Overview

CORP

# of Service Sells Cars................................................... 2287

# of Sales Pending Approval...................................... 358

EXTENDED THROUGH 4TH QUARTER 2010!

POINTS EARNED:

SHOP NOW

MESSAGE CENTER ARCHIVE

ACTIVITY DETAIL

250,000

NON-TECH

E-CARDS

SERVICE CONTESTS

SERVICE TOOLBOX

GAMEPLAY

QUIZZES& SURVEYS

Leaderboard

ALL WE CE SC EA SO

CLICK HERE for Program Overview

SOUTH CENTRAL

09/02/2010 : Service Training ExclusiveGold-Certi�ed Technicians: An exclusive service training opportunity awaits you.

Your dealership is one of the few elite dealerships that will be servicing the all-new premium vehicles. Therefore, you have an exclusive opportunity opportunity - as an elite Service Technician ...

CLICK HERE for details

09/02/2010 : STAR Awards for Parts ProfessionalsWelcome to STAR Awards for Parts Professionals

STAR Awards is a multi-faceted online platform designed to recognize Parts Managers and Counterpersons who strive to expand their knowledge and provide the utmost in...

CLICK HERE for details

CONGRATULATIONS!John,

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Sincerely,

Jane Doe

AWARDS, OF COURSE!

With STAR Awards, your performance pays. Whether in the form of STAR Power Points to be redeemed on thousands of name-brand merchandise, travel awards and more, or via the Service STAR Prepaid MasterCard®, your spending power is virtually unlimited. Take a look at all of the ways your performance pays.

POINT. CLICK. REDEEM.

www.StarAwards.com: It’s your portal to more than 10,000 merchandise awards and, even better, you have 24/7 access! Shop anytime, anywhere. Your STAR Power Points can score you name-brand awards in 15 different product categories, from Electronics to Home to Lawn & Garden to Outdoors & Recreation, even branded apparel and merchandise from The Company Store. Powerful awards await you!

STAR PERFORMANCE. UNIQUE STAR OPPORTUNITIES.

• Designate your own “hot picks” with My Five. It’s your own customized award “wish list.” Pick your top five merchandise awards, and as you work toward them, you’ll be able to see just how close you are to redemption!

• Browse the STAR Garage. It’s where you’ll find great deals! Twenty-five hand-picked items are always available at special sale prices. Check in often because deals are updated quarterly. You won’t want to miss out!

• Put your points to work in a very real way:- Support a cause by selecting

merchandise that benefits a non-profit organization or charity.

- Donate your STAR Power Points directly to one of 16 national charitable organizations, including Hyundai Hope On Wheels.

- Or, select products and services that you can in turn donate to one of three national partner charities.

TAKE FLIGHT, OR SAIL THE OCEAN BLUE.

Wherever you choose to go, let Travel by Design take care of the details. It’s your personal travel concierge service, and it’s all part of being a Hyundai STAR Awards participant. From start to finish, Travel by Design will handle it all. Hotel accommodations, air and ground transportation, entertainment—we’ve got it covered!

Where to go? The options are endless. Escape to the Caribbean way of life – or make an Outback adventure. Don’t want to go that far? We have plenty of domestic distractions to offer! Hit the slopes in the Rockies or try your hand in Vegas. If you’re a sports fan, we’ll help pack your adventure

THE HOTTEST PICKS

Take a look at what other Parts and Service Team Members are redeeming for. These – and more – could be yours!

1) Apple 8GB iPod Touch Kit

2) Apple 8GB iPod nano Package

3) Omaha Steaks Steak Combo

4) Sony Playstation 3 Bundle

5) Nintendo DS Lite Bundle

6) Nintendo Wii Bundle

7) Sherpa Thermal Zip

8) Matrix Jacket

9) Titleist PRO V1X Golf Balls

10) XBox Pro 360 Game Bundle

Visit www.StarAwards.com to find these popular selections and find out what else is in store. With thousands of awards featuring name brands and the season’s latest products, you won’t go wrong. You can’t!

full of fun and games. NASCAR, NBA, and NFL tickets are just one way you can score big points with family and friends.

Visit www.HyundaiStarAwards.com and select Awards for more exciting details about Travel by Design.

A 15% processing fee applies to Travel by Design arrangements and will be deducted from your STAR Power Point balance.

SERVICE STAR PARTICIPANTS: THE SERVICE STAR PREPAID MASTERCARD® WAS DESIGNED WITH YOU IN MIND!

With the Service STAR Prepaid MasterCard, redeem for the purchases you choose. Spend where you want and on what you want, anywhere MasterCard is accepted. You name it: shopping, dining and more. The opportunities are all yours.

Visit www.consumercardaccess.com/hyundai to see your earnings, track your balance, and view your expenditures and purchases.

The Hyundai Service STAR Prepaid MasterCard® is issued by The Bancorp Bank, pursuant to license from MasterCard International Incorporated. The Bancorp Bank; Member FDIC.

STAR AWARDS:

WHAT IT’S ALL ABOUT

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Hyundai_Card_FNL_Reference.pdf 11/23/09 11:18:02 AM

Audience8,000 dealership fixed-operations personnel

Objectivesn Improve customer satisfaction scores. n Increase perceived value of training and certification.n Integrate all fixed-operations initiatives into a

single platform.

Learn more of our story at itagroup.com.

Best in Class Service Manager Rewards and Recognition program by a leading automotive consulting firm

30 PT INCREASE

16% month-over-month growth in walk around/ multi-point in-spection metrics during first program year

16%GROWTH

All-time high scores in fixed right first time metrics

40,000 HITS

Website averages more than 40,000 hits per month with an average user spending seven minutes on the site

HIGH SCORES

30-point increase in customersatisfaction

2xWINNER

ita groupDriven by Loyalty

5I07C5-012 ITA Group®, the associated design/logo and Driven by Loyalty® are registered service marks of ITA Group, Inc. All rights reserved.

About ITA Group We create and manage events, incentives and recognition programs that align and

motivate your people. ITA Group has operations in Atlanta, Boca Raton, Chicago, Dallas, Des Moines, Detroit,

Indianapolis, Los Angeles, Minneapolis, Philadelphia, San Francisco and the greater New York City area.

Connect with us.