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What Criteria Are Used to Quantify a Customer’s Satisfaction in a CSI Score?

By November 22, 2022No Comments

Visualize every customer interaction as a moment of truth; it’s a unique opportunity to earn one more loyal customer. To measure the success of any customer interaction, Customer Satisfaction Index (CSI) score has been developed as an industry-specific metric for measuring customer satisfaction and has been a game changer in the automobile industry.

According to Salesforce, “89% of consumers are more likely to make another purchase after a positive customer service experience and 93% of customers are likely to make repeat purchases with companies who offer excellent customer service.” If you want to know these statistics in the car dealership industry, then it’s crucial to measure a customer’s satisfaction with a CSI score.

Female car mechanic working on vehicle to improve csi score

Customer satisfaction is achieved when a customer’s expectations are exceeded in the services or products they pay for. The criteria used to quantify how satisfied customers are with various aspects of their experience and/or product typically include customer care, pricing, delivery times, product quality, etc. The score of their satisfaction is then calculated by surveying customers and asking them to rate their overall contentment with a company, service, or product on a scale of 0-10.

Why CSI Scores are Important for Car Dealerships

CSI scores are especially important for car dealerships because they can provide valuable insight into how their customers feel about the quality of service they receive. A dealership’s reputation and success heavily rely on customer satisfaction – the higher their score, the more likely they are to continue returning to the same dealership in the future. 

High CSI scores also indicate that customers are more likely to recommend the dealership to their friends and family, which in turn, can lead to more business.

These preferred scores can often lead to benefits, such as:

LoyaltyCustomers who are satisfied with the service they receive from a dealership are more likely to return in the future, building brand loyalty.

Referrals – Satisfied customers are also more likely to recommend the dealership to their friends and family, providing a valuable source of word-of-mouth marketing.

Retention – A high CSI score can help retain customers who are considering switching to a different dealership.

TruVideo Can Help Increase Your CSI Score

At TruVideo, we understand how important it is to ensure that your customers have an enjoyable and satisfactory experience with your dealership. With our innovative video technology, you can easily provide updates to your customers in real-time, which in turn leads to higher customer satisfaction.

Our platform is designed to help you maximize your dealership’s CSI score and increase customer satisfaction, so that you can continue to build loyalty and ensure that customers come back for more. With our simple-to-use video technology, we make it easy to share vehicle service status so that you can provide the best customer experience possible through proven efficiency.

So if you’re looking for a way to increase your CSI scores and build an even stronger relationship with your customers, TruVideo is the perfect choice. Book a demo today and find out how our video technology can help take your car dealership to the next level!