
Service Manager ?s on CSI/KPI
Here are 50-70 CSI/KPI-related questions running through the minds of busy service managers that can not find clear answers! A quick browsing helps Service Staff!

CSI can Make or Break GM
Typical GMs are comfortable with Sales CSI scores, but always have concerns on meeting service CSI scores in order for OEM CSI Bonus or Awards!

Marketing Director View of CSI
Bad Google Reviews scare away 30% of customers! Poor Service OEM CSI/KPI Surveys keep 20% of Socially connected customers out! 70+ CSI questions for Marketing Directors!
65. Why 90% of Service Departments are struggling hard even to cross tier-2 KPI scores?
….to be discussed
66. A typical advisor writes from 10-30 tickets per day
….to be discussed
67. Who are all part of Service CSI at Dealer and OEM levels?
….to be discussed
68. Would not bother to focus on Service CSI until unless OEM Rep complains about poor service CSI and KPI, how much is this real?
….to be discussed
68. Can a GM, who is usually promoted from a Sales background identify tools for Service CSI and KPI?
….to be discussed
69. A sales rep can follow up with 10 gto 12 customers in a month for CSI, whereas each service advisor has to follow up with 200 to 500 customers in a month!!!
….to be discussed
70. What makes GMs blinded to Service CSI operations?
….to be discussed
71. When a GM claims to be at the top for CSI, they usually mean Sales CSI, not Service CSI! Why? How does this thinking impact the store's overall service CSI?
….to be discussed
72. GMs would not bother to focus on Service CSI until unless OEM Rep complains about poor service CSI and KPI, how much is this real?
….to be discussed
73. GMs have mixed views in treating Reputation as CSI or CSI as reputation, is it correct?
….to be discussed
74. Marketing director’s understanding of reputation in contrast to OEM CSI goals.
….to be discussed
75. Overloading Service Staff for CSI follow up
….to be discussed
76. Why do most of the Service Managers get frustrated with CSI follow-up operations?
….to be discussed
77. Why can’t an advisor follow up take mere 10 minutes to follow up on previous days Repair orders? GM’s frustration gesture?
….to be discussed
78. Why is it a challenge for Service Advisor to create 10 minutes for CSI follow-up? This needs to be understood, seriously?
….to be discussed
79. OEM Reps struggle to push Service Manager to boost CSI and KPI scores!
….to be discussed
80. What kind of Training is available from OEM for CSI in the store?
….to be discussed
81. How can the Dealer use OEM CSI tools for a better CSI Score?
….to be discussed
82. How does a CSI score impact customer Retention Rates?
….to be discussed
83. How can a Service Manager use a 10-minute disciplined time CSI slot in a week?
….to be discussed
84. What motivates each advisor to become Proactive CSI-minded staff? Money or Fame?
….to be discussed
85. How to measure Service Advisor CSI Proactively?
….to be discussed
86. OEM BAD CSI fixing is Reactive ways, too late?
….to be discussed
87. What is the Proactive CSI mantra that costs virtually nothing to the Dealer?
….to be discussed
88. How can you get the BEST CSI scores with no dedicated CSI follow-up operation?
….to be discussed
89. How can you change pay plans based on CSI scores?
….to be discussed
90. Can the bad CSI score cost the Dealers principal to give away the store?
….to be discussed
91. Who do OEMs love Dealers with the best CSI scores to give more stores?
….to be discussed
92. How can the OEM Rep influence the Service Staff to become Proactive CSI advisors?
….to be discussed
93. CSI Bonus in No-Man’s land:
….to be discussed
94. Why is Service Director nagged about CSI every month twice by OEM Rep!
….to be discussed
95. What motivates OEMs to pay upto $150K CSI Bonus every quarter?
….to be discussed
96. Why do Dealers need to get paid OEM bonus to keep Dealership customers’ happy?
….to be discussed
97. Why OEMs pay Bonus on Sold Vehicle for meeting Service CSI score?
….to be discussed
98. How to see CSI from Dealer principal’s pocket book point of view?
….to be discussed
99. How to see CSI from Dealership valuation changes in $5 to $10M range?
….to be discussed
100. How to see from OEM Rep’s point of view for Sales alone?
….to be discussed
101. How to see from OEM Rep’s point of view for Service?
….to be discussed
102. How to co-operate with OEM Reps & become a proactive CSI type store?
….to be discussed
103. How to make change dealership management mind from Reputation to CSI
….to be discussed
104. How to show dealership staff CSI as the foundation for Reputation?
….to be discussed
65. Why 90% of Service Departments are struggling hard even to cross tier-2 KPI scores?
….to be discussed
66. A typical advisor writes from 10-30 tickets per day
….to be discussed
67. Who are all part of Service CSI at Dealer and OEM levels?
….to be discussed
68. Would not bother to focus on Service CSI until unless OEM Rep complains about poor service CSI and KPI, how much is this real?
….to be discussed
68. Can a GM, who is usually promoted from a Sales background identify tools for Service CSI and KPI?
….to be discussed
69. A sales rep can follow up with 10 gto 12 customers in a month for CSI, whereas each service advisor has to follow up with 200 to 500 customers in a month!!!
….to be discussed
70. What makes GMs blinded to Service CSI operations?
….to be discussed
71. When a GM claims to be at the top for CSI, they usually mean Sales CSI, not Service CSI! Why? How does this thinking impact the store's overall service CSI?
….to be discussed
72. GMs would not bother to focus on Service CSI until unless OEM Rep complains about poor service CSI and KPI, how much is this real?
….to be discussed
73. GMs have mixed views in treating Reputation as CSI or CSI as reputation, is it correct?
….to be discussed
74. Marketing director’s understanding of reputation in contrast to OEM CSI goals.
….to be discussed
75. Overloading Service Staff for CSI follow up
….to be discussed
76. Why do most of the Service Managers get frustrated with CSI follow-up operations?
….to be discussed
77. Why can’t an advisor follow up take mere 10 minutes to follow up on previous days Repair orders? GM’s frustration gesture?
….to be discussed
78. Why is it a challenge for Service Advisor to create 10 minutes for CSI follow-up? This needs to be understood, seriously?
….to be discussed
79. OEM Reps struggle to push Service Manager to boost CSI and KPI scores!
….to be discussed
80. What kind of Training is available from OEM for CSI in the store?
….to be discussed
81. How can the Dealer use OEM CSI tools for a better CSI Score?
….to be discussed
82. How does a CSI score impact customer Retention Rates?
….to be discussed
83. How can a Service Manager use a 10-minute disciplined time CSI slot in a week?
….to be discussed
84. What motivates each advisor to become Proactive CSI-minded staff? Money or Fame?
….to be discussed
85. How to measure Service Advisor CSI Proactively?
….to be discussed
86. OEM BAD CSI fixing is Reactive ways, too late?
….to be discussed
87. What is the Proactive CSI mantra that costs virtually nothing to the Dealer?
….to be discussed
88. How can you get the BEST CSI scores with no dedicated CSI follow-up operation?
….to be discussed
89. How can you change pay plans based on CSI scores?
….to be discussed
90. Can the bad CSI score cost the Dealers principal to give away the store?
….to be discussed
91. Who do OEMs love Dealers with the best CSI scores to give more stores?
….to be discussed
92. How can the OEM Rep influence the Service Staff to become Proactive CSI advisors?
….to be discussed
93. CSI Bonus in No-Man’s land:
….to be discussed
94. Why is Service Director nagged about CSI every month twice by OEM Rep!
….to be discussed
95. What motivates OEMs to pay upto $150K CSI Bonus every quarter?
….to be discussed
96. Why do Dealers need to get paid OEM bonus to keep Dealership customers’ happy?
….to be discussed
97. Why OEMs pay Bonus on Sold Vehicle for meeting Service CSI score?
….to be discussed
98. How to see CSI from Dealer principal’s pocket book point of view?
….to be discussed
99. How to see CSI from Dealership valuation changes in $5 to $10M range?
….to be discussed
100. How to see from OEM Rep’s point of view for Sales alone?
….to be discussed
101. How to see from OEM Rep’s point of view for Service?
….to be discussed
102. How to co-operate with OEM Reps & become a proactive CSI type store?
….to be discussed
103. How to make change dealership management mind from Reputation to CSI
….to be discussed
104. How to show dealership staff CSI as the foundation for Reputation?
….to be discussed
1. What is CSI or Customer Service Index or and few say it as Customer Satisfaction Index?
….to be discussed
2. CSI is universal for all Industries, but automotive is different, how & why?
….to be discussed
3. What is the difference between Dealer Reputation and Dealer CSI?
….to be discussed
4. CSI is INWARD, Reputation is OUTWARD, why?
….to be discussed
5. Why is CSI so important for any business, particularly for the Automotive Dealership world?
….to be discussed
6. What makes customers demand the best service from Car Dealers?
….to be discussed
7. Why are all OEMs demanding top CSI scores from their Franchise Dealers?
….to be discussed
8. What types of OEM incentives are given to Dealers for the best CSI scores in their districts?
….to be discussed
9. What type of surveys are in the Dealership world?
….to be discussed
10. Why do the OEMs come up with very long surveys?
….to be discussed
11. I wish OEMs come up with short surveys!
….to be discussed
12. Which survey is fast returned, short or long?
….to be discussed
13. What are Adaptive surveys?
….to be discussed
14. Can the Dealerships have their own Surveying platforms?
….to be discussed
15. What can the OEMs learn from surveys?
….to be discussed
16. How do the OEMs see Dealership’s Social Reviews?
….to be discussed
17. What is the difference between CSI and KPI?
….to be discussed
18. What makes KPI stand out?
….to be discussed
19. How does KPI help the dealership?
….to be discussed
20. How do OEMs slide KPI targets every quarter?
….to be discussed
21. Are the customers overkilled with surveys? Myth or real?
….to be discussed
22. Pre-surveys are the reason for less final survey filling, is it a myth or reality?
….to be discussed
23. Can I reach out to customers with Do-Not-Call turned on for CSI follow-up?
….to be discussed
24. KPI from OEM side, Dealer side, and Customer side?
….to be discussed
25. Why is there so much comparison of KPI/CSI Scores in the district?
….to be discussed
26. CSI for Sales Vs Service Departments? Are they the same?
….to be discussed
27. What is the max OEM bonus can make per quarter or year?
….to be discussed
28. What areas do the OEMs keep changing the quarterly CSI bonus
….to be discussed
29. Why do OEMs keep changing KPI questions?
….to be discussed
30. How can dealership staff change their operations based on the OEM’s swi
….to be discussed
31. Is there a way to keep CSI operations irrespective of Quarterly bonus changes?
….to be discussed
32. Are the KPI/CSI score targets reachable?
….to be discussed
33.What % of the dealerships are aware of the quarterly bonuses?
….to be discussed
34.How often are the Dealerships knocked on CSI by OEM and why?
….to be discussed
35.CSI keeps customers from slipping from dealership first and then from the brand!
….to be discussed
36.Do the Dealerships have the bandwidth to achieve KPI scores?
….to be discussed
37.What is the right approach, Proactive CSI vs Reactive CSI, or mixed?
….to be discussed
38.Do you need a dedicated CSI department for CSI?
….to be discussed
39.Who is responsible for CSI score damages in the dealerships?
….to be discussed
40.Need dedicated BDC reps for CSI alone?
….to be discussed
41.Who else in the Dealerships used to tackle CSI follow-up operations?
….to be discussed
42.Impact of CSI on Dealership Retention rates?
….to be discussed
43.$100K Impact of bad CSI scores on monthly marketing budgets!
….to be discussed
44.Impact of bad CSI scores on Google Reviews?
….to be discussed
45.OEM CSI first or Google Review Reputation first?
….to be discussed
46.Should I really care for Google Reviews?
….to be discussed
47.Sales CSI Operations – Smart Ideas
….to be discussed
48.Impact of poor service CSI on car sales!
….to be discussed
49.Service CSI Operations - Ideas
….to be discussed
50.How many ways CSI can be measured?
….to be discussed
51.How many CSI issues can be rectified proactively, how?
….to be discussed
52.Can I convert my dealership to achieve 100% proactive CSI?
….to be discussed
53.How much time is being spent collectively by all staff for CSI in a month?
….to be discussed
54.What is the dollar amount of value of our staff time on CSI operations?
….to be discussed
55.Can the proactive CSI vision bring my cost down to ‘0’ wage cost for CSI follow-up? How?
….to be discussed
56.What should I tune in my employees to achieve a proactive CSI-type dealership?
….to be discussed
57.Value of Proactive Dealership is $20 to $30 million, vs Reactive CSI dealership of the same brands is less
….to be discussed
$5 million, Why?
….to be discussed
58. Is the CSI as cancer eating away Dealer’s franchise value?
….to be discussed
59. How can I flip a badly run dealership with the Proactive CSI Vision?
….to be discussed
60. Why do OEMs love Dealerships with Proactive CSI-minded GMs and Service Managers?
….to be discussed
61. Who is a proactive CSI sales rep? Does he need leads to sell cars?
….to be discussed
62. Where is all CSI impacting my dealership?
….to be discussed
63. Can I use all vendor tools to achieve Proactive CSI dealer status?
….to be discussed
64. Is CSI tool-based or human-based, or virtually powered by CSI Ghost?
….to be discussed