Colbourne Chrysler Increases CSI Score by 130 Points in 30 Days

Colbourne Chrysler was struggling to maintain high Customer Satisfaction Index (CSI) scores, which not only affected their profitability but also jeopardized their eligibility for OEM bonuses. Recognizing that low CSI scores indicate customer dissatisfaction in areas like communication, service quality, and overall experience, they knew they had to take decisive action to enhance their customer satisfaction.

To improve their CSI scores, Colbourne Chrysler turned to Kimoby’s Dealership Engagement System (DES) and implemented the following strategies:

Proactively identifying dissatisfied customers
By leveraging Kimoby's DES to automatically send CSI surveys after each service, Colbourne Chrysler proactively identified dissatisfied customers before OEM surveys were dispatched. This early detection allowed the team to address concerns promptly, turning potential negative experiences into positive ones and reducing unfavorable feedback on OEM surveys. This proactive approach safeguarded their brand reputation and improved customer satisfaction.

Enhancing communication and transparency
Colbourne Chrysler used Kimoby’s DES to send proactive, automated updates, ensuring customers were always informed about their vehicle's status throughout the service cycle. This eliminated the need for customers to call for updates and reduced frustrating delays. By keeping customers consistently informed, Colbourne Chrysler built trust and significantly elevated the overall customer experience.