How It Works

At Goldman CSI Solutions, our focus is on raising your CSI by increasing the number of surveys returned by completely satisfied customers. The first step in achieving this goal is what we call the “CSI Audit.” Our professionals spend two days at your dealership to assess your store in three key areas: Physical, operational, and internal. csiprocess.gif

In our physical assessment, we look for any physical barriers that could be impeding customer satisfaction. These could include parking difficulties, confusing or missing signage, or other factors that may be working against the complete satisfaction of your customers. In our experience, managers and employees at the dealership are so accustomed to these physical barriers that they have ceased to see them.

Regarding the operational assessment, we observe daily operations to determine if employees are behaving in a way that deters complete customer satisfaction. For example, do your service advisors remember to go to the lounge regularly to provide status updates to customers who’ve chosen to wait for service? Does a line form at one advisor’s desk while another advisor stands idle, because those aren’t “his” customers? These are just two examples of operational behaviors that may be ingrained as customary at your dealership, but have a severe impact on customer satisfaction.

For the internal assessment, we interview dealership management and front-line employees to determine if everyone in the store has the same perception of, and commitment to, CSI. This unified understanding of CSI is critical to achieving high scores on a consistent basis and top executives are often surprised to learn of the divergent views of CSI throughout their stores. Additionally, we analyze your CSI reports to look beyond just the scores on questions such as “recommend dealership” to other questions that may seem unimportant, but can reveal much about your customers’ mindset.

From the two-day CSI Audit, we prepare a report and a plan for specific steps to increase your CSI.  These strategies and tactics may include a combination of the following:interview.jpg

  • Handling of your customer follow-up calls by our seasoned professional team over a defined period of time.
  • Implementing a psychological cuing system to motivate satisfied customers to return their surveys.
  • Physical improvements to the dealership, such as signage, amenities, or other elements.
  • Wordtracks and wordtrack training for employees.
  • Process changes and improvements.
  • Facilitation of employee continuous improvement teams.
  • New owner service seminar planning kits.
  • Strategic publicity.