I noticed that CSI was slipping despite using all the typical fixes—manager calls, re-deliveries, even hiring a CSI manager. The problem? Customers seemed happy at delivery, but when the survey arrived six days later, their real frustrations came out.
To address this, I created a Preliminary Survey that mirrored the OEM survey. Using reports from our DMS, each night new car sales data would push to a Zapier-controlled spreadsheet, triggering an automated text and email with the survey link. Responses were then pushed to the spreadsheet for daily review by our CSI manager, allowing us to address issues before the official survey. It also flagged raving fans, which then would trigger another action to have them share on Google Reviews and other platforms.
The result? We’ve never missed CSI since and have been consistently ranked in the top 10 in the nation. The preliminary survey has received over 1,200 submissions since its inception.