Automotive

Koeppel Mazda

Jackson Heights, New York

Koeppel Mazda transformed its CSI performance and rose to a Top 3 regional ranking using Kenect’s real-time customer feedback tools and proactive service engagement strategy.

Solutions:

Engage AI

Who Is Koeppel Mazda Challenge Solutions Results

Who Is Koeppel Mazda

Koeppel Mazda is a high-volume dealership in New York, known for its customer-first culture and commitment to service excellence. Faced with below-average CSI scores and inconsistent feedback visibility, the dealership partnered with Kenect to modernize its customer engagement and reputation strategy—rising to the Top 3 in its region in CSI performance.

“

We've gone from chasing feedback to actually acting on it in real time. Kenect's product helped us change the conversation with our customers—and our CSI score shows it.

Carlos Perez

Service Manager

Koeppel Mazda

Challenge

Koeppel Mazda was falling short in key customer experience metrics, with CSI scores trailing regional and national averages. Their goals were to:

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• Improve CSI performance and OEM standing

• Capture and act on real-time customer feedback

• Increase customer response and retention

• Turn dissatisfied experiences into service recovery opportunities

• Unlock OEM rewards tied to high CSI scores

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Solution

Koeppel Mazda implemented Kenect Engage AI, enabling pre-CSI outreach campaigns immediately after service. With real-time post-service messaging, customers were asked about their experience and routed accordingly—allowing the team to recover at-risk interactions before OEM surveys were triggered.

Engage AI provided:

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• Automated follow-up campaigns post-service

• Real-time feedback routing based on sentiment

• Strategic monthly reviews with Kenect to fine-tune outreach

• Dashboards to track CSI-related KPIs and customer satisfaction trends

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“

What impact has Engage AI had on your CSI strategy and service operations?

^{The CSI strategy we’ve built using Engage AI has been a game changer. Real-time feedback and detailed reporting have helped us target our improvements.}

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Campaign-driven messaging replaced manual follow-ups—allowing Koeppel Mazda to scale customer engagement without added workload.

Engage AI helped resolve customer issues in real time by escalating negative feedback to the appropriate manager before OEM surveys were sent.

CSI improved by 33% year-over-year, with an 11% jump in the first 30 days and a 64% increase in customer response rate.

Replaced post-service guesswork with automated texting campaigns—gathering customer sentiment immediately and improving response consistency.

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Koeppel Mazda

Table Of Contents

Who Is Koeppel Mazda

Challenge

Solution

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