Running a Shop Shop Customers Customer Satisfaction Indexing (CSI)

In-House vs. Third-Party Methods for Measuring CSI

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In the January 2017 edition of FenderBender, Mike Cortez, collision center director at Gullo Toyota of Conroe, Texas, recalled a story where he learned just how important it is to track CSI scores. From there, it meant choosing from the laundry list of methods one can actually use to collect CSI scores, all of which require varying amounts of effort and dedication from your staff. In the 2017 FenderBender KPI Survey, FenderBender asked surveyed shops whether they used in-house or third-party services. Here is where each of those parties statistically ended up in terms of profits and CSI scores.

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