When you mention CSI (Customer Satisfaction Index) in a car dealership, you’ll see sales and service personnel sit up a little straighter and pay attention. This metric is one that carries a lot of weight for dealers, and everyone is chasing a perfect score.
But with industry norms out of whack (and there are plenty!), growing or even maintaining your CSI score can seem increasingly difficult. Sales and service teams both face challenges in serving customers through high interest rates, low inventory, inflated prices, parts scarcity and technician shortages.
Most recently, the UAW strike has put a further strain on supply chains with workers being laid off and automotive facilities and parts distribution centers nationwide halting operations. As automakers finally started overcoming challenges from COVID, the strike will certainly have long-term effects on finding the normalcy we’ve all been looking for.