Customer satisfaction index (CSI) scores are a stress point for car dealerships. For salespeople, CSI scores can make a huge difference in pay—and in some cases might mean keeping or losing their job. For Franchisees, CSI scores influence spiffs from the manufacturer. CSI is designed to build and measure customer satisfaction so that manufacturers and

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The ecosystem around the automotive industry is changing at an unprecedented rate as more vehicles are being connected with after-market solutions and embedded technology. Consumers are becoming more technologically savvy about their new car search and the competition is more nimble in leveraging digital technology to capture prospects early in the sales cycle.

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