Dealer Challenges in Fixing Service CSI-KPI Issues

Here are a few variations in explanations from service advisors for not making calls on the following day:
1. Scheduling conflicts due to multiple appointments for the same day.
2. Personal workloads that prevent them from making calls.
3. Unexpected calls or emails that require urgent attention.
4. Technical issues or problems with the customer’s vehicle.
5. Unplanned interruptions or distractions that can delay call times.
6. Limited availability of staff or resources to make the calls.
7. Insufficient time allocated to make the calls.
8. Communication or networking problems that can affect the call quality.
9. Lack of awareness of customer needs or preferences.
10. Difficulty in finding the right time to call.

11. They may be too busy dealing with customer questions or requests in the shop
12. They may have a full schedule of appointments or customer care tasks
13. They may be running behind on their paperwork and invoicing
14. They may have been too busy to call the customer earlier in the day
15. They may be trying to catch up on backlogged customer calls
16. They may have been juggling other responsibilities in the service department
71. They may have had difficulty reaching the customer through multiple channels
18. They may have had a customer who took longer than expected to receive service
19. They may have had limited time in the shift due to unexpected delays
20. They may have had a high customer volume that day that took priority over customer follow-up calls.

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.

1. Increase Dealer Training: OEMs can provide additional customer service training resources to help dealerships better understand their customer needs and expectations.

2. Increase Awareness: OEMs can increase awareness of the dealership’s customer service practices and standards by leveraging marketing, advertising and/or public relations activity to inform customers of their commitment to providing superior service.

3. Focus on Customer Satisfaction: OEMs can help dealerships focus on customer satisfaction by providing better feedback systems, processes and tools that allow dealerships to monitor and improve customer experiences.

4. Follow up on Complaints: OEMs can help dealerships by providing education and support on how to best follow up on customer complaints to ensure the customer is satisfied and their problem is resolved.

5. Improve Customer Relationship Management Systems: OEMs can help dealerships improve their customer relationship management systems by providing tools, training, and resources that enable sales staff to keep better track of past interactions and more easily meet customer needs.

6. Offer Customer Loyalty Programs: OEMs can create customer loyalty programs that reward customer loyalty and encourage customer return visits.

1. Loss of leads and customers: Poor reviews can discourage customers from using the dealer’s service department, resulting in a loss of leads and customers.

2. Diminished reputation: Potential customers may see poor reviews, diminishing the reputation of the dealership and their service department.

3. Unhappy employees: Employees may become discouraged by negative reviews, leading to an unpleasant work environment and a decrease in motivation.

4. Lower customer satisfaction rates: If customers are dissatisfied with the service they receive, they may leave poor reviews and leave poor ratings, which will further lower customer satisfaction.

5. Loss of revenue: Poor reviews can lead to a decrease in revenue as customers avoid the dealership due to a lack of trust.

6. Loss of trust: Customers are likely to trust dealerships with good reviews more than those with poor reviews. This could lead to a loss of potential customers and potentially less revenue for the service department.

7. Lack of Customer Retention: A poor online reputation could mean customers are less likely to return for maintenance or repairs.

8. Can Make Recruiting Difficult: Finding the right employees for a service team can be challenging as potential employees may be put off by the negative online presence and not apply if there is a lack of good reviews.

9. Lower Customer Satisfaction: If customers are feeling unsatisfied with their service, they might leave poor reviews which could drive away new customers.

10. Damage to Brand Image: Negative reviews can affect how customers view the dealership, and this will likely damage its brand image.