1. Lower Service Revenue: Poor CSI scores indicate that customers are dissatisfied with the service they have received, which could lead to fewer service appointments, resulting in lower service revenue.
2. Reduced Brand Equity: Poor CSI scores can lead to negative public perception of the service department, which can damage the brand’s reputation and brand equity in the long run.
3. Declining Customer Satisfaction: Poor CSI scores often result in declines in customer satisfaction, leading to negative reviews and reduced customer loyalty.
4. Higher Labor Cost: Poor CSI scores can lead to increased labor costs as the service department works to improve its poor performance.
5. Poor Staff Productivity: Poor CSI scores can lead to de-motivated employees, leading to lower productivity and quality of work.
6. Reduced Referrals: Customers who are unhappy with the service they received will not likely refer friends and family for the same service, reducing potential business.
7. Lower Staff Morale: Poor CSI scores may lead to lower morale among service personnel, reducing their enthusiasm and willingness to serve customers.
8. Loss of Reputation: Poor CSI scores may also lead to a loss of reputation in the industry, as customers are less likely to recommend a dealership with a poor score.
9. Reduced Customer Retention: Low CSI scores can also lead to a reduction in customer retention, as customers may be less willing to use the same dealership in the future.
10. Increased Cost of Services: Poor CSI scores can lead to increased cost of services due to reduced efficiency, increased time to completion, and extra labor or materials to resolve issues.