Know the subject matter

Many dealers don’t even understand how their CSI score is created. Sure, they know that customers “rate” them, but the method of it confuses some.

The key here is to know what questions the surveys ask the consumers and know what you can do to improve their answers. Most surveys have five questions regarding the dealer.

Manufacturers who use CSI programs typically send two surveys, which give you, potentially, 10 total scores. While some may incorporate all 10 scores into your average, others use only one indicator for your score: the answer to “Overall, how satisfied were you with this dealer?”

If you don’t know which method determines your score, find out. And then figure out what you can do to improve that score.

  • To explore more Customer Satisfaction Best Practices, click here.
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