CUSTOMER SATISFACTION FOLLOW-UP
Rapidly increase your CSI score with our 3-tier communication process
Promotor
Passive
Detractor
What is CSI ?
Customer satisfaction dollow-up is widely recognized to predict customer loyalty and measure, using a single question, the likelihood that they would recommend your dealership. CSI is typically interpreted and used as an indicator of customer loyalty.
How is CSI measured ?
CSI is measured with a scale of points given by your customers, from 0 to 10, and divided in 3 categories:
🙂 Promoter: 9 & 10 points
😐 Passive: 7 & 8 points
🙁 Detractor: 0 to 6 points
How isCSI calculated ?
It is a simple calculation that deducts the number of detractors from the number of promoters.
Ex: Let’s say that you have 10 promoters and you have 2 detractors, your NPS score would be 8. The initial unit measurement used is an absolute number lying between -100 and +100 but it is mostly represented as a percentage in the automotive business.
CSI is the primary measurement when it comes to customer satisfaction.
Our 3-tier communication process will ensure you get the best possible score and rank high on your manufacturer list.
Our communication process will allow you to react quickly and resolves issues resulting in…
- Greater customer satisfaction
- A higher response rates from satisfied customers
- Better manufacturers survey results.
- Increased loyalty
- Improved bottom line
Give customers a great experience, and they’ll buy more, be more loyal and share their experience with friends.
96% of customers say customer service is important in their choice of loyalty to a brand. A good experience is key in influencing their brand loyalties for 73% of consumers.
Customers tell an average of 9 people about a positive experience with a brand, but they tell 16 people about a negative experience.
Curious to learn more? Contact us!
