Low customer satisfaction index (CSI) can cost dealerships millions of dollars in lost opportunities. Think of CSI scores as another form of reviews - only these “reviews” make even more of an impact because J.D. Power reports on them.
TEXT2DRIVE Helps Auto Dealers Expand Leads, Sales & CSI Scores
Consumers have many options when it comes to transportation these days. Uber and Lyft, taxis, public transportation, electric cars, the future adoption of self-driving cars and high gas prices have made it enormously tempting to ditch their vehicles altogether. This reality can make keeping up with vehicle sales seem nearly impossible at times. Factor in websites that sell cars online and you may feel like throwing your hands up in defeat.
There is one simple yet powerful step your sales staff can take to increase the number of vehicles they sell: text message shoppers videos of cars in which they have already expressed interest or that meet their preferences.
You have enough going on in your service department without wasting time on ineffective communication tactics that leave customers unhappy and put your staff behind schedule. At the same time, an adequate amount of communication is critical for keeping your customer satisfaction index (CSI) scores up. So, does this leave you stuck between a rock and a hard place?
No it doesn’t.
Your service department could be making money on recommended work - if it was actually recommended to the customer.
We said “IF.”
One of the common reasons services show as being declined is, the customer did not know about it - either because the service advisor failed to tell them or because the wrong person was told.