Our Services
The CSI Problem
We all have mixed feelings on CSI, but one thing is clear: performance matters. Whether it’s financial incentives from the manufacturer, customer retention, or bragging rights, CSI affects everything that happens in a dealership.
It’s also a tremendous drain on resources: time, energy, and money. Maintaining CSI is a constant struggle, and any distractions or lapses in focus can easily ruin a month or quarter. Staff and resources that would be better utilized on generating revenue are instead spending their time and company resources chasing CSI.
Perhaps the largest impact of CSI on a dealership, however, is that it relinquishes control of your dealership to your customer. A pending survey in an inbox and the possibility of a negative return gives your customer control of the situation and your dealership, and savvy customers know it.
Have you ever wondered what it would be like if you didn't have to worry about your dealership's CSI scores?
How would it change your business if you knew you could count on CSI being safely above objective?
How would it change your team’s efficiency and profitability when they are no longer tasked with managing CSI?
How would your operations and customer negotiations change, knowing your CSI is safely above objective and the dealership is receiving all manufacturer incentives and bonuses?
How would it change your dealership if you knew CSI was being taken care of, in the background, with no changes to the way you do business?
That's Where CSI Tech Comes In.
The CSI Tech Solution
We bring focus, expertise, experience, and execution to a process proven across multiple brands and hundreds of thousands of surveys.
Follow Up
The process begins with contacting every potential survey customer to get feedback on their experience with the dealership. Our scripting has been developed and refined over tens of thousands of customers to elicit genuine feedback, and, more importantly, gauge the potential survey response. It’s extraordinarily time consuming, but very thorough, and it's key to ensuring CSI success.
Survey Tracking
We track customers that have been identified as most likely to return a positive survey, as well as when that survey will land in your customer's inbox. Each day we supply a list to your team of customers who indicated they're good for a perfect survey who will be receiving their survey in the next 24 hours so they can be contacted.
Concern Management
If a customer expresses any concerns, those concerns are immediately escalated to dealership personnel. More importantly, our team follows up on these concerns until we receive confirmation from both the dealership and the customer that the situation has been resolved and you don't need to worry about that customer weaponizing their survey.
Accountability
We take care of all your CSI reporting. We can track individual or team performance, identify areas of opportunity and emerging trends, and can help make sure you’re incentivizing the right things to guarantee CSI success.
Frequently Asked Questions
Our services are based on the number of customers we contact that will potentially receive a survey. So regardless of the size of your dealership, our services are affordable and offer a tremendous return on investment.
We sure do. Although sales and service need to be managed separately, we can group them together for invoicing purposes to save you money. Some dealerships only need our assistance with one side or the other, and we’re happy to accommodate that as well. We want to ensure that we are molding our services to fit the needs of your business, and not the other way around.
We can filter out customer records by known criteria in either the DMS or survey database. We can filter them out of the CSI Tech process and only focus on your customers that could potentially receive a survey.
Each dealership is unique, and we can pull from a number of different places. We are familiar and work with a number of different survey platforms (i.e. Medallia), but can also pull straight from your DMS. We are certified in both Reynolds and CDK.
We are confident that your dealership CSI will be above objective. If it’s not, we reduce our monthly fee by 30% for that month. If we are handling both service and sales or multiple brands, that 30% is broken up, accordingly.