CSI (customer satisfaction index)

CSI refers to the survey a manufacturer sends after a sale or a service visit, and to the scores a dealership accumulates from those surveys. Question wording, scoring method and timing differ by manufacturer.

Under some manufacturer programs, these scores can affect a dealership’s eligibility for certain incentives, allocation or recognition, which is why stores watch them closely.

Why it matters for a sales manager

Most CSI damage is done before the survey arrives, usually by something that was promised and not delivered. A payment quoted on the phone that changed at the desk, or a callback that never came, shows up later as a score nobody can explain.