Driving Excellence: How to Boost CSI Score and Customer Loyalty in Auto Sales
A stellar Customer Satisfaction Index (CSI) score for auto dealers is more than a badge of honor; it’s a crucial measure of success. CSI scores, derived from post-sale customer surveys, reflect the overall buying experience at a dealership. High scores signify excellent service, attracting new buyers and fostering customer loyalty, while low scores can harm both reputation and profitability. A 2024 J.D. Power Customer Service Index study on luxury and mass market brands outlines some important areas of focus for dealers:
- Appointment Wait Times
- Tech Improvements to Enhance Customer Experience
- Proper Training
Appointment Wait Times
According to the J.D. Power study, average wait times for service of mass-market brands rose to 5.2 days for an appointment, compared to 4.8 days in 2023. The study reports that wait times remain significantly higher than they were before the pandemic. These results also suggest that the dealerships that strive to return to pre-pandemic levels could reach a much higher CSI score than competitors.
Tech Improvements
This means both using new technologies and knowing how to use them properly. In the auto service arena, customers indicate they appreciate a short text message announcing that the service has been completed, rather than receiving a phone call, by 68% to 16%. Auto dealers and their service departments need to understand what their customers want and how they prefer to be approached.
On the sales floor, having a multi-pronged approach with technology could be just as important, including making sure sales people are connected while showing cars to a customer. With a tablet, any questions about a particular vehicle – no matter how obscure – can be answered immediately, improving customer satisfaction. With the right connectivity, there are even payment services like CrossCheck’s Mobile Pay – that can ensure a sale gets done in the sunshine rather than a cubicle.
Train Your Team in Proper Customer Service
Customer satisfaction is a team effort. Ensure every employee, from the front desk to the service bay, is committed to delivering exceptional service. Consistency is key—if every team member prioritizes a great customer experience, achieving a stellar CSI score becomes a shared goal.
Final Thoughts
Earning an exemplary CSI score requires more than good intentions; it demands consistent effort and attention to detail. By focusing on the customer’s perspective, simplifying the buying process, avoiding overselling, leveraging product specialists, and fostering a culture of excellence among staff, your dealership can secure top-tier CSI scores and long-term success.
CrossCheck Can Help Boost Your CSI Score
It is vital for auto dealerships and service departments to be flexible when it comes to payment processing. CrossCheck’s Automotive Payment Solution is a complete, all-in-one suite of check guarantee services tailored specifically for auto dealerships. This comprehensive package ensures smooth payment processing and increased sales while reducing risk. Services include:
- Remote Deposit Capture (RDC)
Deposit checks electronically, saving time and reducing trips to the bank. This service speeds up cash flow while ensuring secure, guaranteed payments. - Multiple Check
Offer customers a flexible payment option for large purchases. With Multiple Check, buyers can spread payments over time, while you receive guaranteed funds. - Check on Delivery (COD)
Guarantee payment on delivered vehicles and parts, even for out-of-area customers. This service ensures safe and secure transactions, reducing the risk of non-payment.
Contact CrossCheck today to find out how we can help you increase your customer satisfaction with flexible payment processing solutions.
