CSI scores are an ever-present worry for dealerships. Kenect can help you improve them by up to 40%.
Bad CSI scores can impact financial incentives, OEM relationships and, of course, they reflect customer satisfaction. See how Kenect can help.
Customers that leave negative feedback most frequently reference a perception of poor communication with a dealer. Perhaps they weren’t clear on pricing, felt like the rep didn’t communicate clearly, or that the process was messy.
Texting solves all of that with a 98% open rate, every interaction in writing, and instant replies. CSI scores go up.
Negative reviews decrease by more than 50%.
The moment after the customer interaction, you can send a Private Feedback request via Kenect. The customer is asked if they had a good experience or a bad one. If they had a bad one, the feedback is only shared with you. You are then able to reach out, take action, and resolve the situation BEFORE they receive the CSI survey. This way everybody wins.
When dealerships text more, figure out if the customer had a bad experience prior to the CSI survey arriving, and then reach out to resolve the problem, the CSI scores can rise by an average of up to 40%.
The impact on CSI scores is dramatic and immediate when they use Kenect.
Dealerships that use texting heavily in their service department and sales department have happier customers. Simple.
Our Private Feedback functionality allows dealers to cull out negative feedback so only you can see it. You become aware of negative feelings before the CSI surveys are sent.
Reach out directly to the customers and solve the issue. You know they’re frustrated, reach out and solve it.
See why more than 10,000 dealerships use Kenect as their reputation management platform.
