How to Improve Dealership CSI Scores by 25+ Points

Customer Satisfaction Index (CSI) scores directly impact automotive dealership profitability through manufacturer incentives, customer retention, and competitive positioning. Dealers who implement systematic CSI improvement strategies see scores increase by 25-35 points within 6-12 months, translating to hundreds of thousands of dollars in additional manufacturer bonuses and repeat business. This comprehensive guide provides automotive dealers with proven tactics for boosting CSI scores through AI-powered surveys, rapid feedback collection, proactive issue resolution, and service excellence.

Boost your dealership CSI scores by 25+ points using AI-powered surveys, rapid feedback loops, and proactive issue resolution—proven strategies that increase manufacturer bonuses and customer loyalty.

Understanding CSI Scores and Their Financial Impact#

CSI scores measure customer satisfaction across the automotive purchase and service experience. Manufacturers use these scores to determine dealer incentives, award allocations, and facility improvement requirements.

What CSI Scores Measure:

Sales CSI Components:

• Sales consultant professionalism and knowledge
• Negotiation transparency and fairness
• Delivery experience and vehicle walk-through
• Dealership facility cleanliness and comfort
• Post-sale follow-up and issue resolution

Service CSI Components:

• Service advisor communication and courtesy
• Repair accuracy and quality
• Timeliness of service completion
• Facility cleanliness and amenities
• Transparency in pricing and recommendations
• Post-service follow-up

The Financial Stakes:

Manufacturer Incentives: Most manufacturers tie significant financial incentives to CSI performance:

• Top-tier CSI dealers receive 100% of available incentive dollars
• Mid-tier dealers lose 25-50% of potential incentives
• Bottom-tier dealers lose 50-100% of incentive programs

Sample Financial Impact (Mid-Size Dealer):

Annual vehicle sales: 1,500 units
Average incentive per unit: $500
Total potential incentives: $750,000

Top-Tier CSI (95+): $750,000 (100%)
Mid-Tier CSI (85-94): $375,000-$562,500 (50-75%)
Bottom-Tier CSI (<85): $0-$375,000 (0-50%)

Difference between top and bottom tier: $750,000

Additional Financial Benefits:

• Customer retention rates increase 15-25% with higher CSI
• Positive reviews drive 30-40% more online leads
• Service absorption improves as customer loyalty increases
• Reduced advertising costs through word-of-mouth referrals
• Higher employee morale and reduced turnover

Industry Benchmarks:

Brand Segment	Average CSI	Top Performer CSI	Gap
Luxury	92	98	6 points
Import Mass Market	88	96	8 points
Domestic Mass Market	85	94	9 points

Even a 10-point improvement can move a dealer from bottom tier to mid-tier, recovering hundreds of thousands in incentive dollars annually.

The CSI Score Problem: Why Traditional Approaches Fail#

Most dealerships struggle with CSI scores due to systematic failures in feedback collection and issue resolution.

Common CSI Pitfalls#

Delayed Feedback Collection:

• Waiting 3-7 days to contact customers allows negative experiences to solidify
• OEM surveys arrive before dealer can identify and resolve issues
• Customers already formed opinions by the time dealer reaches out

Low Survey Response Rates:

• Email surveys achieve 5-15% response rates
• Paper surveys achieve 1-5% response rates
• Phone surveys reach only 30-40% of customers after multiple attempts
• Non-responders often represent dissatisfied customers

Reactive vs. Proactive Approach:

• Dealers wait for OEM survey results to identify problems
• Issues discovered weeks after the experience when resolution is difficult
• No opportunity to fix problems before manufacturer survey arrives

Poor Issue Documentation:

• Complaints not systematically logged
• No follow-up tracking for raised concerns
• Multiple departments unaware of customer issues
• Resolution status unclear

Inconsistent Follow-Up:

• Some customers receive calls, others don't
• Follow-up quality varies by individual staff member
• No standardized script or process
• Manager involvement inconsistent

The Time Gap Problem#

Typical Timeline:

Day 0: Customer completes transaction
Day 3-5: Dealer attempts first follow-up call (if at all)
Day 7-14: OEM sends manufacturer survey
Day 10-17: Customer completes OEM survey
Day 20-30: Dealer receives CSI results

Problem: Dealer learns about dissatisfaction 20-30 days
after the experience, when it's too late to influence
the manufacturer survey.

Optimal Timeline:

Day 0: Customer completes transaction
Hour 2-4: Automated AI survey deployed
Hour 4-8: Results reviewed, issues flagged
Day 1: Manager contacts dissatisfied customers
Day 2-3: Issues resolved, customer satisfied
Day 7-14: Customer receives OEM survey (now satisfied)

Result: Issues resolved before manufacturer survey
arrives, dramatically improving CSI scores.

Comparison of traditional delayed approach vs. rapid feedback and resolution approach

Strategy 1: Implement Rapid Feedback Collection#

The single most impactful change dealers can make is collecting feedback within hours of the transaction, not days or weeks later.

AI-Powered Voice Surveys#

Automated voice surveys deployed 2-4 hours after service or sale completion achieve 60-80% response rates—3-4x higher than email or SMS.

Why Voice Surveys Outperform:

• Personal feel without requiring staff time
• Accessible to all age demographics
• Can be completed while driving
• Higher completion rates than written surveys
• Natural conversation flow feels less formal

Optimal Survey Script Structure:

Opening (5 seconds):

Hello [Customer Name], this is [Dealership Name]. We wanted to
thank you for your recent [purchase/service visit] and get your
quick feedback.

Core Questions (60-90 seconds):

On a scale of 1 to 5, with 5 being excellent:

How would you rate your overall experience today?
[Press 1-5]

How satisfied were you with your [sales consultant/service advisor]?
[Press 1-5]

How satisfied were you with our facility and amenities?
[Press 1-5]

Would you recommend us to friends and family?
[Press 1 for yes, 2 for no]

If you have any specific feedback or concerns, please share
them after the tone. [BEEP]

Closing (5 seconds):

Thank you for your feedback. Your input helps us serve you better.
Have a great day!

Survey Best Practices:

• Keep total length under 2 minutes
• Ask 3-5 questions maximum
• Use consistent 1-5 scale matching OEM survey
• Include open-ended feedback option
• Deploy 2-4 hours after transaction (same day, after customer has left)
• Send during business hours (9am-7pm)

SMS Survey Alternative#

For customers who prefer text communication:

Sample SMS Survey:

Hi [Name], thanks for choosing [Dealership]! Quick question:
On a scale of 1-5 (5=excellent), how would you rate your
experience today? Reply with your rating.

[Customer replies: 4]

Thanks! What could we have done better? Reply with your thoughts
or call [Number] to speak with a manager.

SMS Survey Advantages:

• Can be completed anytime
• Less intrusive than voice call
• Easy to respond with one tap
• Good for younger demographics

SMS Survey Disadvantages:

• Lower response rates (20-30%) than voice
• Less detailed feedback
• Harder to capture nuanced concerns

Multi-Channel Approach#

Best results come from offering choice:

Implementation:

1. Send SMS 2 hours post-transaction:
   "Thanks for your visit! We'd love your feedback.
   Reply CALL for a quick call or SURVEY for a text survey."

2. If customer replies CALL: Deploy voice survey within 10 minutes
3. If customer replies SURVEY: Send SMS survey questions
4. If no reply after 4 hours: Default to voice survey attempt
5. If voice reaches voicemail: Send SMS survey as backup

This approach achieves 65-75% response rates which is dramatically higher than traditional methods.

Strategy 2: Create Immediate Alert Systems#

Collecting feedback means nothing without immediate action on dissatisfied customers.

Real-Time Scoring and Alerts#

Automated Alert Triggers:

Critical Alert (Score 1-2):

Immediate text/email to:
- General Manager
- Relevant Department Manager (Sales/Service)
- Customer Experience Manager

Alert includes:
- Customer name and contact info
- Specific rating scores
- Verbatim comments (if provided)
- Transaction details (RO#, deal#, advisor/consultant)
- Recommended action: "Call within 2 hours"

Moderate Alert (Score 3):

Alert to:
- Department Manager
- Advisor/Consultant involved

Alert includes same information
Recommended action: "Call within 4 hours"

Positive Feedback (Score 5):

Notification to:
- Advisor/Consultant involved
- Department Manager

Purpose: Recognition and morale boost
Action: Thank you note or small recognition

Manager Dashboard#

Create a real-time dashboard displaying:

Today's Responses:

• Total surveys completed
• Average score by department
• Red flags (scores 1-3) requiring immediate attention
• Pending follow-ups

Trending Data:

• 7-day rolling average
• Week-over-week comparison
• Month-over-month trends
• Individual staff member performance

Alert Status:

• Open alerts (not yet contacted)
• In progress (customer contacted, issue being resolved)
• Closed (issue resolved, customer satisfied)

Sample Dashboard View:

TODAY'S CSI SNAPSHOT - December 15, 2024

Sales:
- Surveys completed: 8/12 (67% response rate)
- Average score: 4.6/5.0
- Red flags: 1 (Jane Smith - Score 2 - OPEN)

Service:
- Surveys completed: 24/31 (77% response rate)
- Average score: 4.4/5.0
- Red flags: 2 (BOTH IN PROGRESS)

7-Day Average: 4.5 (↑ from 4.3 last week)
Monthly Average: 4.4 (↑ from 4.1 last month)
Projected OEM CSI: 88 (↑ 5 points from last month)

Escalation Protocols#

2-Hour Rule for Critical Issues:

• Manager must contact customer within 2 hours of alert
• If manager unavailable, escalates to GM
• After-hours alerts trigger next-morning priority call
• Document all contact attempts

24-Hour Resolution Rule:

• Issues must have resolution plan within 24 hours
• Customer updated on resolution timeline
• Follow-up scheduled to confirm satisfaction
• Resolution tracked in CRM

Strategy 3: Master the Recovery Call#

How you handle dissatisfied customers determines whether they become detractors or advocates.

The Perfect Recovery Call Script#

Opening:

"Hi [Customer Name], this is [Manager Name], [Title] at
[Dealership]. I'm calling because we received your feedback
about your recent [purchase/service], and I wanted to personally
reach out. Do you have a few minutes to talk?"

Acknowledge and Validate:

"I understand you rated your experience a [Score] and mentioned
[specific issue]. I want you to know that's not the experience
we want any customer to have, and I sincerely apologize.

Can you tell me more about what happened?"

Listen Actively:

• Don't interrupt
• Take detailed notes
• Ask clarifying questions
• Acknowledge emotions: "I can understand why that would be frustrating"
• Avoid being defensive

Take Ownership:

"You're absolutely right that [restate issue]. That's on us,
and here's what I'm going to do to make it right..."

Propose Solution:

"I'd like to [specific action: redo repair at no charge,
provide loaner vehicle, refund charges, etc.]. Would that
work for you, or is there something else you'd prefer?"

Timeline and Follow-Up:

"I'm going to personally ensure this is handled correctly.
You can reach me directly at [direct line] anytime. I'll
check in with you [specific timeframe] to make sure you're
completely satisfied. Does that sound good?"

Closing:

"Thank you for giving us the opportunity to make this right.
Your feedback helps us improve, and I genuinely appreciate
you taking the time to share it with us. Is there anything
else I can help you with today?"

Recovery Call Best Practices#

Do:

• Call from a private office (quiet background)
• Use customer's preferred name
• Speak with empathy and sincerity
• Take full responsibility (no excuses)
• Provide direct contact information
• Follow through on every promise
• Document everything in CRM

Don't:

• Make the call feel scripted or rushed
• Blame employees, vendors, or circumstances
• Make promises you can't keep
• Ask for different survey responses
• Sound defensive or argumentative
• Delegate follow-through to others

The Survey Discussion#

Never Explicitly Ask for Score Changes: ❌ "If we fix this, will you change your manufacturer survey?" ❌ "I hope we can count on a good score from you"

Do Express Hope for Future Business: ✅ "I hope this resolution restores your confidence in us" ✅ "We'd love to earn back your trust and your business" ✅ "I want to make sure you'd feel comfortable recommending us"

If Customer Mentions OEM Survey:

Customer: "I already completed the manufacturer survey."

Response: "I understand. While I can't change what's been
submitted, I still want to make this right because we value
your business and want you to be completely satisfied. You're
important to us regardless of any survey."

This approach often leads to customers proactively contacting the manufacturer to update their scores when truly exceptional recovery occurs.

Strategy 4: Train and Empower Your Team#

CSI improvement requires organization-wide commitment and proper training.

Sales and Service Advisor Training#

Core Competencies:

Communication Excellence:

• Active listening without interruption
• Explaining technical issues in plain language
• Setting realistic expectations (under-promise, over-deliver)
• Proactive status updates
• Professional phone and email etiquette

Expectation Management:

Bad: "Your car will be ready by 2pm."
(Ready at 2:15pm = broken promise)

Good: "Your car should be ready between 2pm and 3pm.
I'll call you as soon as it's done, and it might even
be earlier."
(Ready at 2:15pm = early delivery = positive surprise)

Problem Prevention:

• Thorough initial inspection documentation
• Clear explanation of recommended services
• Written estimates before work begins
• Photos/videos of identified issues
• Confirmation of customer authorization

Recovery Skills:

• Immediate issue acknowledgment
• Sincere apology without defensiveness
• Creative problem-solving
• Authority to offer solutions within limits
• Escalation to manager when needed

Empowerment Guidelines#

Give frontline staff authority to resolve common issues:

Service Advisor Empowerment:

• Complimentary car wash for any wait over quoted time
• $50 discount on service for any reasonable complaint
• Free loaner vehicle upgrade for extended repairs
• Complimentary next oil change for any dissatisfaction

Sales Consultant Empowerment:

• Tank of gas for any delivery delay
• Upgraded floor mats or accessories ($100 value) for issues
• Extended warranty gestures (with manager approval)
• Priority service appointments

Key Principle: Fixing a $50 problem immediately prevents a $5,000 lost customer and negative CSI impact.

Role-Playing and Practice#

Monthly Training Scenarios:

Scenario 1: Extended Repair Time

"Customer was told 2-hour oil change. After 3 hours,
additional work found requiring 2 more hours. Customer
is upset and has appointment across town. What do you do?"

Scenario 2: Mismatched Expectations

"Customer expected $200 for brakes. Final bill is $450
because rotors needed replacement (which you explained).
Customer insists you said $200 total. How do you handle it?"

Scenario 3: Post-Delivery Issues

"Customer calls 2 days after purchase saying the bluetooth
doesn't work like you showed them. They're frustrated and
feel misled. What's your response?"

Practice these scenarios monthly with feedback from managers and peers.

Incentivize CSI Performance#

Individual Performance Incentives:

Monthly Bonus Structure:
- Average score 4.8-5.0: $500 bonus
- Average score 4.5-4.7: $250 bonus
- Zero scores below 3: $100 bonus

Quarterly Recognition:
- Top CSI performer: $1,000 + reserved parking spot
- Most improved: $500 + recognition plaque

Team Performance Incentives:

Dealership-Wide Goals:
- Hit 90+ overall CSI: Team lunch + $200/employee
- Maintain 90+ for 3 months: $500/employee bonus
- Top in region: Group trip or significant bonus

Recognition Programs:

• Wall of fame for 5.0 scores
• Monthly CSI champion email from GM
• Quarterly awards ceremony
• Annual top performer trip/reward

Strategy 5: Optimize the Physical Experience#

The dealership environment significantly impacts customer satisfaction.

Facility Excellence Checklist#

First Impressions:

• Parking lot clean, striped, well-lit
• Entrance doors clean, automatic if possible
• Signage clear and professional
• Landscaping maintained
• Building exterior clean and well-maintained

Service Drive:

• Covered drop-off area (weather protection)
• Clearly marked parking/entry
• Greeters available during peak hours
• Clean, organized write-up stations
• Digital check-in option

Customer Waiting Areas:

• Spotlessly clean (daily deep cleaning)
• Comfortable seating (not worn or damaged)
• Current magazines and reading material
• Free WiFi with clear password signage
• Complimentary refreshments (coffee, water, snacks)
• Clean, well-stocked restrooms checked hourly
• Charging stations for devices
• Entertainment options (TV, tablets for kids)
• Quiet work spaces with tables
• Temperature comfortable year-round

Service Bays (Customer Visible Areas):

• Clean, organized, professional appearance
• Technicians in clean uniforms
• Equipment well-maintained
• No clutter or safety hazards

Showroom:

• Spotless floors and windows
• Vehicles perfectly clean and staged
• Comfortable seating areas
• Professional desk/cubicle areas
• Kids' area if space permits
• Clear pricing and information displays

Amenity Upgrades That Impact CSI#

High-Impact, Moderate-Cost Improvements:

Premium Coffee Station ($2,000-5,000):

• Commercial-grade coffee maker
• Variety of options (regular, decaf, espresso, hot chocolate)
• Quality cups, not cheap disposables
• Sugar, creamer, stirrers

Enhanced Restrooms ($5,000-15,000):

• Automatic fixtures
• Premium soap and paper products
• Air fresheners (subtle, pleasant)
• Individual stalls with full doors
• Family/accessible restroom option

Entertainment Options ($3,000-10,000):

• Large-screen TV with cable
• Kids' area with tablets and games
• Magazine subscriptions (10-15 titles)
• Newspaper subscriptions
• Comfortable seating variety

Technology Amenities ($2,000-5,000):

• High-speed business-class WiFi
• Charging stations at every seating area
• USB and wireless charging options
• Laptop-friendly work tables

Comfort Amenities ($5,000-10,000):

• Vending machines (reasonably priced)
• Complimentary popcorn or snacks
• Filtered water dispenser
• Seasonal items (hot chocolate in winter, cold drinks in summer)

ROI Calculation:

Total amenity investment: $25,000
Expected CSI improvement: 3-5 points
Increased incentive capture: $150,000/year
ROI: 500% in year one
Plus: Customer retention, word-of-mouth, employee morale

Strategy 6: Leverage Technology and Data#

Modern dealers use technology to systematically improve CSI scores.

CRM Integration and Tracking#

Essential Data Points to Track:

Customer Profile:

• Contact preferences (call, text, email)
• Previous CSI scores
• Service history and patterns
• Purchase history
• Communication history
• Special notes (preferences, concerns)

Transaction Details:

• Date and time
• Advisor/consultant assigned
• Services performed or vehicle sold
• Promised completion time vs. actual
• Initial estimate vs. final bill
• Upsells accepted/declined

Feedback and Resolution:

• Internal survey scores
• OEM survey scores
• Verbatim comments
• Issues raised
• Resolution actions taken
• Follow-up completion
• Final customer satisfaction

Predictive Analytics#

Identify At-Risk Customers:

Red Flags to Monitor:

• Repair time exceeded estimate by 2+ hours
• Final bill 20%+ over initial estimate
• Multiple visits for same issue
• Complaint filed during transaction
• Previous low CSI score
• Long tenure without service (at-risk for defection)

Automated Triggers:

IF repair_time > estimated_time + 2 hours
THEN flag for manager review and proactive outreach

IF final_bill > estimate * 1.2
THEN require manager authorization and customer communication

IF return_visit_same_issue = TRUE
THEN automatic discount + manager involvement + follow-up survey

Competitive Benchmarking#

Track Against Competition:

• Local competitor CSI scores (often public)
• Regional averages by brand
• National brand averages
• Your dealership trends over time

Monthly Benchmarking Report:

Your Dealership CSI: 88
Regional Average: 85
Brand Average: 87
Top Performer in Region: 93

Gap to Top Performer: -5 points
Opportunity: Closing this gap worth $200K in incentives

Departments Below Brand Average:
- Service: 86 (Brand avg: 88) - Focus area
- Parts: 84 (Brand avg: 86) - Focus area

Strategy 7: Prevent Problems Before They Occur#

The best CSI strategy is preventing dissatisfaction in the first place.

Quality Control Checkpoints#

Service Department:

Pre-Delivery Inspection:

• All work completed per RO
• Test drive completed
• No warning lights present
• Exterior/interior cleaned
• All customer belongings present
• Documentation complete and accurate

Service Advisor Final Check:

• Compare work done to customer authorization
• Review final charges against estimate
• Prepare explanation for any variances
• Ensure promised completion time met
• Confirm customer notification completed

Sales Department:

Pre-Delivery Inspection (Sales):

• Vehicle thoroughly detailed
• All accessories installed
• Full tank of fuel
• All technology properly set up
• Complete vehicle walk-through rehearsed
• All documents prepared and accurate
• Trade-in processed completely

Delivery Excellence Checklist:

• Schedule minimum 45 minutes for delivery
• Private, quiet delivery area
• Thorough technology demonstration
• All questions answered
• Emergency contact information provided
• Next service scheduled
• Follow-up appointment set (if needed)

Communication Protocols#

Proactive Communication Standards:

Service Updates:

2-hour service: Text when ready
Half-day service: Text at 50% complete, call when ready
Full-day service: Call at 50% complete, text when ready
Multi-day service: Daily update call or text

Unexpected Issues:

Call customer immediately when:
- Additional work discovered
- Completion time will exceed estimate
- Parts not available
- Cost will exceed estimate

Never proceed without authorization.

Post-Service:

Same day: Automated survey (2-4 hours after pickup)
Day 2-3: Advisor follow-up call for repairs over $500
Day 7: Service manager call for any flagged concerns

Measuring and Reporting CSI Progress#

Track progress systematically to maintain momentum.

Key Performance Indicators#

Primary Metrics:

• Overall CSI score (OEM survey)
• Internal survey score
• Response rate (internal survey)
• Time to first contact (dissatisfied customers)
• Issue resolution rate
• Repeat customer rate

Leading Indicators:

• Same-day survey responses
• Average internal survey score
• Percentage of 5.0 scores
• Red flag response time
• Issue resolution within 24 hours

Lagging Indicators:

• OEM survey results
• Manufacturer ranking
• Incentive capture rate
• Customer retention rate

Monthly CSI Report Template#

MONTHLY CSI PERFORMANCE REPORT
Month: December 2024

OVERALL PERFORMANCE
OEM CSI Score: 88 (↑3 from November, ↑12 YTD)
Target: 90
Gap to Target: -2 points

INTERNAL SURVEY METRICS
Response Rate: 71% (target: 65%)
Average Score: 4.5/5.0
Distribution:
- 5.0 scores: 58%
- 4.0 scores: 28%
- 3.0 scores: 9%
- 1-2 scores: 5%

Red Flags: 12 total
- Resolved within 24 hours: 11 (92%)
- Pending: 1

DEPARTMENT BREAKDOWN
Sales: 89 (↑2)
Service: 87 (↑4) ⭐ Most Improved
Parts: 88 (↑1)

TOP PERFORMERS
Service Advisors:
1. Jennifer Martinez - 4.9 avg
2. Mike Thompson - 4.8 avg

Sales Consultants:
1. Sarah Johnson - 4.9 avg
2. David Lee - 4.8 avg

ACTION ITEMS FOR JANUARY
1. Address service wait time concerns (3 mentions)
2. Improve parts counter communication (2 mentions)
3. Additional training on expectation management
4. Facility amenity upgrades (coffee station)

INCENTIVE IMPACT
Current tier: Mid-tier (85-89)
Potential with 2-point improvement: Top-tier (90+)
Additional incentives at stake: $35,000/month

Implementation Roadmap: 90-Day Plan#

Month 1: Foundation and Assessment#

Week 1:

• Calculate current CSI baseline across all departments
• Review past 6 months of OEM survey comments
• Identify top 3-5 recurring complaint themes
• Audit current follow-up processes
• Select survey automation platform

Week 2:

• Deploy internal survey system
• Set up manager alert system
• Create dashboard for real-time monitoring
• Train managers on recovery call procedures
• Document current facility condition

Week 3:

• Begin collecting internal survey responses
• Initiate manager response to red flags
• Track response times and resolution rates
• Gather baseline data on response rates
• Identify facility improvement priorities

Week 4:

• Review first month internal survey data
• Compare to OEM survey results
• Assess alert response effectiveness
• Make initial process adjustments
• Plan team training sessions

Month 2: Training and Process Refinement#

Week 5:

• Conduct department-wide CSI training
• Role-play recovery scenarios
• Review facility improvement plan
• Begin priority facility upgrades
• Implement empowerment guidelines

Week 6:

• Monitor training implementation
• Review recovery call quality
• Analyze internal vs. OEM score correlation
• Address any system issues
• Continue facility improvements

Week 7:

• Advanced training for low performers
• Recognize and reward top performers
• Assess technology integration needs
• Review CRM data tracking
• Complete facility priority upgrades

Week 8:

• Month 2 performance review
• Identify improvement areas
• Celebrate wins and progress
• Refine processes based on data
• Plan Month 3 initiatives

Month 3: Optimization and Scaling#

Week 9:

• Implement predictive analytics
• Optimize survey timing and questions
• Enhance manager dashboard features
• Launch team incentive programs
• Complete remaining facility upgrades

Week 10:

• Review 90-day progress
• Calculate CSI improvement and ROI
• Identify best practices to standardize
• Document success stories
• Plan ongoing continuous improvement

Week 11:

• Conduct comprehensive team training refresh
• Implement competitive benchmarking
• Optimize alert thresholds based on data
• Enhance reporting and analytics
• Prepare for sustained excellence

Week 12:

• 90-day review with leadership
• Celebrate achievements
• Set next quarter goals
• Establish ongoing monitoring schedule
• Share results with entire team

Conclusion: Transform Your CSI Performance#

Improving dealership CSI scores by 25+ points is achievable through systematic implementation of rapid feedback collection, proactive issue resolution, team training, and facility excellence. The financial impact is substantial—hundreds of thousands in manufacturer incentives plus increased customer retention and referrals.

Key Takeaways:

• Speed Matters: Collect feedback within hours, not days or weeks
• Response is Critical: Contact dissatisfied customers within 2 hours
• Recovery Works: Proper issue resolution often converts detractors to advocates
• Train Continuously: CSI excellence requires ongoing skill development
• Facility Matters: Clean, comfortable environment impacts scores significantly
• Measure Everything: Track internal surveys to predict and improve OEM results

Your 90-Day Action Plan:

1. Week 1: Implement automated survey system
2. Week 2: Create manager alert and response process
3. Week 3: Begin team training on recovery and excellence
4. Month 2: Refine processes and enhance facility
5. Month 3: Optimize, celebrate wins, plan ongoing improvement

Don't wait another quarter to address CSI performance. Every month at mid-tier or bottom-tier costs tens of thousands in lost incentives plus unmeasured customer defection.

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• ✅ AI-powered voice and SMS surveys
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• ✅ Integration with major DMS platforms
• ✅ Customizable survey questions matching OEM surveys
• ✅ Comprehensive CSI analytics dashboard
• ✅ Predictive analytics for at-risk customers

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