Your customer satisfaction index (CSI) has never been more important to the health of your dealership. In today’s challenging market, your dealership needs to be able to hold onto your existing customers while encouraging them to share their positive experiences with their friends, family members, and co-workers. According to “Forbes” magazine, poor customer service (and thus a low CSI score) is the number one reason that customers switch to a competing business. Consider the Warren Buffet adage, “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” It was true when he said it 30 years ago, and it’s still true today.
A positive automotive CSI score also affects dealership bonuses and how many popular vehicles the dealership is allotted for the new year.
Tips for Increasing Your CSI
Your CSI score measures how pleased your customers are with your service. A business may have an excellent product, but if the salespeople aren’t friendly and don’t reply promptly to questions and concerns, their CSI will suffer. So, how do you boost your CSI? We have a few suggestions:
- Make it personal. Dealership customers today want a customized and high-quality experience. They don’t want to be offered pre-packaged service and sales plans. Ensure you listen to what’s essential to your customer and not just try to sell them the “car of the month.” Follow up by calling every customer whether you got the sale or not. A call is a lot more personal than an email or text message.
- Respect your customers’ time. No one has time to waste, and making your customers wait around to get answers to questions about a vehicle or test drive; you might just send them out the door to another dealership. Plus, it’s very easy to get answers online. Personal service is what’s going to keep them coming back to you.
- Text a video. Another good way to increase a customer satisfaction index for car dealers is to use a video texting platform. Your service technicians can send a video to the customer, so they know exactly what needs to be done to their vehicle. Your salespeople can use this technology to show customers what vehicles you have on the lot that meet their parameters.
- Communicate well and often. Communication is a key part of keeping a high CSI score for car dealers. Ensure that your customers know where they are in the sales/service process, such as when they can expect their new car or when their repairs will be done. If something happens to change that deadline, make sure that your customer knows about it promptly.
Learning how to improve a CSI score for car dealers doesn’t have to be complicated or time-consuming. Boost your dealership’s CSI score by respecting your customers’ time, embracing new technology like using a video text platform, and making sure to communicate well and often with your customers.
TruVideo Can Help Dealerships Increase Their CSI Score by over 30%
TruVideo is a platform that can help you significantly improve your CSI score by developing increased trust with your customers with seamless communication with them throughout their entire process with your company. TruVideo allows you to increase your CSI score with improved communication, video texting, and a personalized customer experience designed to save time, money and increase efficiency.
Your CSI can improve with TruVideo with the video capabilities, featuring a technician that can speak directly to the customer to explain their diagnosis, which most customers have never experienced before. Technicians are rarely in front of the customer, but statistics show that customers find the review more credible when it comes directly from the technicians vs. the advisors. This allows customers to get to know your team personally and, in response, build more confidence in your service department overall, which will help influence your CSI score and improve the customer experience from start to finish.
TruVideo was built by a dealer principal and has always focused on being the simplest to use video app on the market. They understand that implementation is key and work with their customers to ensure their rollout is a success.
Let us show you what TruVideo can do for your company.
Our staff can offer you a personalized demonstration.