Get Your Dealership CSI Score Above The National Average
Is Your Dealership CSI Score Above The National Average?
If you work at or own a car dealership or independent automotive service facility, then you definitely know just how important a high CSI score is. And no, we’re not talking about your favorite late-night crime drama. Learn how to get your auto dealership CSI score above the national average starting today.
What is a CSI Score?
CSI, or Customer Service Index, is a tool that allows dealerships and service facilities to know just how satisfied their customers are. Customers rate their satisfaction levels in multiple categories, including Service Initiation, Service Advisor, and Overall Service Satisfaction. CSI scores are then tallied based on survey responses at your dealership. To learn more about auto dealer CSI surveys and scoring, checkout a blog article we wrote earlier.
The National Customer Service Index Average For Auto Dealerships
The USA national average for the overall Customer Service Index score was 816 out of 1,000 in 2016, up 1.7% from 802 in 2015. With the national average rising steadily in the auto industry, it’s important to maintain a high level of customer service. Not only to keep your customers happy, but to help your dealership stand a part from the rest with a higher-than-average CSI score.
A Cut Above The Rest
To achieve the elusive higher-than-average CSI score, there are a few important things to keep in mind.
- Keep it simple – do the job right the first time, and that high score will take care of itself. “The quality of work—doing the job right the first time—can noticeably affect customer satisfaction and loyalty..”, said Chris Sutton, vice president of U.S. automotive retail practice at J.D. Power. This seems like common sense, but putting in the effort to get things right the first time both satisfies customers and saves time.
- Another important point to remember is that text messages may be a more effective way of interacting with customers. 55% of customers whose service providers contact them via phone call said they would definitely return for paid service, whereas 67% of customers who are contacted via text said the same thing. Implementing text communication with your customers is sure to raise that dealership CSI score by more than a few points.
- Lastly, it is always important to communicate directly and clearly with your customers. Doing so helps to avoid confusion, and shows them that you care about their satisfaction. The quality of Service Advisors showed the highest level of satisfaction out of every category in 2016, proving that customers value when you go the extra mile and that most service providers are stepping their customer service game up – and you should definitely follow suit.
Text2Drive is located in Littleton, Colorado with offices all over the nation including Chicago, Illinois. We pride ourselves in saying our text message 2-way communication, sales, and marketing software is made in the USA. T2D will drive your auto dealership, CSI scores, and profits further and faster while being completely legal compliant. Get above the national average today, contact Text2Drive to book an interactive demo.