How to increase CSI scores

Effective communication is a critical component of customer satisfaction. Stats reveal that 28% of customers of various businesses have encountered a poor experience due to communication mishaps, and, as a result, 12% have turned to competitors.

To avoid falling into this statistic and to boost your CSI score, scrutinize your communication strategies. Start by examining the entire customer journey at your dealership, noting when and how you communicate with your customers:

• Are there gaps or delays in your responses?
• Is the information provided clear and helpful?
• Are your staff members knowledgeable and friendly?

Boost your customers’ perception of your dealership by improving communication with helpful, positive, and timely interactions.

Anticipating issues before they affect your customers is critical to improving your CSI score. To accomplish this, involve your customer service team early in the sales process. Your team talks to customers daily and can identify your unique customer pain points and help you address them proactively.

Additionally, use your CSI score and reports to pinpoint where your service may be falling short. Regular analysis of this feedback highlights areas where you can improve your customer service.

Most dealerships have experimented with loaner vehicles for customers or complimentary shuttles, but each comes with its own challenges.

Loaner vehicles often have limited availability and must be scheduled far in advance. This means the customer who came in for emergency service often finds themselves without a working vehicle or a solution.

And while shuttles are a good idea in theory, many customer complaints focus on long wait times. An anxious, busy customer who has to wait for a shuttle will give low CSI scores.

Help decrease your customers’ wait times and supplement with Central and the Uber for Business platform. Central allows your dealership to request rides for your customers. With Uber for Business, you can help decrease costs, wait times, and keep your customers happier.

To positively influence your CSI score, prioritize understanding and respecting each customer’s unique needs. Listen attentively, ask insightful questions, and engage in meaningful conversations to learn how you can personalize your services for them.

When you tailor your approach and recommend services that align with individual customer preferences and circumstances, you demonstrate a personal commitm

Another way to enhance your CSI score is to pay meticulous attention to the details your customers care about.

For example, commit to returning every car in better condition—inside and out—than when it arrived. Consider incorporating a complimentary exterior wash and detailing into your service processes. Returning a spotless car goes a long way in influencing customers’ perceptions of your dealership.

Don’t let the customer journey end at the point of sale or service completion. Schedule a call or send an email after maintenance services or purchases to check in with your customers.

Following up shows your customers you care about their experience, value their feedback, and are committed to their satisfaction.

Remember that your team is the backbone of the dealership. When employees are happy and kind to your customers, it translates into a better experience.

Enhance morale and productivity with regular events like weekly dinners, great incentives, and team-building activities.

Additionally, invest in your staff with ongoing training. A knowledgeable and motivated team is essential for delivering the kind of service that customers will rave about.