Customer Satisfaction Index (CSI)
Satisfaction data only matters if it reaches the right dealer with enough context to act. We modernize CSI from a paper-era compliance exercise into a measurement program that drives dealer behavior.
A Customer Satisfaction Index (CSI) is a standardized score that measures how satisfied an OEM's customers are with their sales and service experience at the dealer level. Our CSI programs cover survey design, digital-first administration, dealer and regional benchmarking, and reporting through the IDEAS platform, so satisfaction data becomes a tool for dealer development, not just a scorecard.
Most CSI Programs Measure Satisfaction but Don't Change It
Many OEM CSI programs still run on legacy methods: paper surveys, phone follow-up, and low response rates that produce scores nobody trusts. Even when the data is sound, it often lands as an aggregate number with no path to action. A dealer sees a score, not the specific drivers behind it or how they compare to their market.
We rebuild CSI around response rate, dealer-level clarity, and action. The goal is a score dealers believe and a report that tells them what to do about it.
The most common failure in OEM CSI programs is treating satisfaction as a compliance metric rather than a performance lever. Low response rates undermine credibility, aggregate scoring hides which dealers and which experiences are driving results, and static reports give field teams no way to intervene. Modernizing delivery, benchmarking, and reporting is what turns CSI into a tool dealers act on.
What Our CSI Programs Include
End-to-end CSI, designed, administered, benchmarked, and reported through the same platform that powers our dealer performance work.
Survey Design
We design CSI instruments around the experiences that actually predict loyalty and repurchase, including sales, service, parts, and delivery, with question logic tuned to each client's objectives rather than a generic template.
Digital-First Administration
Surveys are delivered digitally by email with QR-code access and structured for mobile completion, which maximizes response rates and moves away from legacy paper and phone methods. Higher response means scores dealers can trust.
Dealer & Regional Benchmarking
Every dealer's CSI is benchmarked against region, brand, and market context so OEMs can separate genuine experience gaps from noise, and identify which dealers need coaching versus which are setting the standard.
Reporting in IDEAS
CSI results flow into the IDEAS platform alongside dealer performance data, giving sales ops and field teams satisfaction scores in the same view as units, market share, and PMA performance rather than a separate, disconnected report.
Driver & Verbatim Analysis
Beyond the score, we surface the specific satisfaction drivers and analyze open-ended verbatim responses so dealers understand what is shaping their results and where to focus.
Action Planning & Field Tools
CSI connects to our field rep tools, so district managers can turn satisfaction findings into structured dealer conversations and track improvement over time.
Customer Satisfaction Index FAQs
A Customer Satisfaction Index (CSI) is a standardized score that measures how satisfied a brand's customers are with their experience, typically across sales, service, parts, and delivery. For motor vehicle OEMs, CSI is measured at the dealer level so the manufacturer can compare dealers, identify experience gaps, and tie satisfaction to dealer development and incentive programs.
Last reviewed: June 2026
Make Your Next Network Decision with Data Behind It
From open point analysis and dealer performance to consumer targeting and CSI, we help commercial vehicle, powersports, RV, marine, and heavy equipment OEMs act on evidence instead of instinct. Every engagement starts with a free discovery conversation about your network, your data, and the decision in front of you.
Brands Tracked
Our national dealer tracking database monitors add/drop activity across 55+ motor vehicle brands.
Reports in IDEAS
Over 500 separate reports implemented in IDEAS.
Industries Served
Commercial vehicles, powersports, RV, marine, heavy equipment, and multi-location businesses.