Jan. 8, 2015—NIADA recently announced that it has created a new branded customer service index (CSI) program, powered by technology and software from DealerSocket, a provider of customer relationship management software for independent dealers.
Using DealerSocket's system, NIADA CSI gives dealers the tools and strategy necessary manage their reputation and stay compliant with CFPB standards.
Customizable surveys are sent to customers during the sales process and/or after a vehicle purchase. When positive scores and responses are captured in the system, an email is automatically sent to the customer asking him or her to share his or her positive experience with the review sites of the dealer's choosing.
Negative responses are sent immediately to management, providing an opportunity to remedy the concern before a negative review or complaint is filed. National statistics show customers who have concerns remedied by the dealership have a 60 percent chance of returning to do business with the dealership, twice the normal return rate.
