How to Increase Your Dealership CSI Score

Last updated: October 16, 2026

Quick answer: To increase your CSI score, fix the moments customers remember: clear updates while the car is in the shop, photo or video with the inspection, an easy pickup and a follow-up before the OEM survey lands. J.D. Power found advisor satisfaction runs 31 points higher (911 vs 880) when photos or video come with the inspection. Yet only 26% of mass-market customers get them.

CSI reflects your customer relationships and your OEM standing, and it shows up in your profits.

Recognizing that CSI matters is one thing. Consistently improving it across departments is something else entirely, and it gets harder as customer expectations keep moving.

What is a CSI score?

A Customer Satisfaction Index (CSI) score condenses how happy your customers are with their experience at your dealership into a single number. OEMs calculate it from surveys they send directly to your customers.

Those surveys cover key touchpoints:

• Staff friendliness
• Communication clarity
• Turnaround speed
• Transparency on pricing
• Overall impression
• Likelihood to recommend

OEMs use your CSI to qualify you for co-op funds, model allocation, and bonus payouts.

A note on scales, because this trips people up

CSI scales are not standardized across manufacturers. Some OEMs score on a 0 to 100 scale. Others use a 1,000-point scale, which is also what J.D. Power uses in its published studies. Stellantis brands, for example, report on a 1,000-point basis, which is why a dealership can post a score like 956.9.

Each question carries a weight (likelihood to recommend usually counts for more than the rest), responses are converted into index points, then averaged into your composite score.

Before you benchmark yourself against anything, confirm which scale your OEM uses. A score of 85 means something very different on a 100-point scale than on a 1,000-point one, and comparing across the two is how dealerships end up either complacent or unnecessarily alarmed.

Why does your CSI score matter?

Your CSI score reflects your customers' experience and signals the health of your customer relationships. A strong score brings real advantages.

Colbourne Chrysler improved their CSI score by 130 points within 30 days of starting with Kimoby, reaching 956.9. Their follow-up rate rose to 88.9%.

Access to OEM incentives

Manufacturers watch CSI closely and tie a range of incentives to performance tiers. Depending on the OEM and the program, those typically include:

• Co-op advertising funds, often released or withheld based on hitting a CSI threshold
• Quarterly or annual bonus payouts tied to tier placement
• Vehicle allocation priority, which decides who gets the models that actually sell
• Facility and technology program funding
• Certification and award status, which carries its own marketing value

Exact structures vary by manufacturer, so check your own program terms rather than assuming.

Retention and loyalty

Happy customers come back. A good experience, reflected in a high CSI score, makes customers more likely to return for their next service visit or vehicle purchase. And customer retention is cheaper than constantly replacing customers you lost.

The connection shows up in platform data too. Across 871 dealerships, customers whose repair orders included a digital conversation returned at a rate 6 points higher than those without, campaign recipients returned 9 to 10 points higher, and customers given a loaner returned 7 points higher (The Cost of Silence). These are correlations, not controlled tests, but they all point the same way.

Reputation and referrals

When customers are happy, they tell people. That word of mouth costs you nothing.

Aim past satisfied and toward impressed. Those customers become advocates. This ties into Net Promoter Score, which measures likelihood to recommend.

Service department profitability

Happy service customers spend more with you. When people trust your service team, they approve more of the work you recommend and come back for maintenance. High service CSI feeds your bottom line through both volume and absorption.

How do you know if your CSI score is good?

Knowing where you actually stand is how you get the incentives. Five sources tell you:

• Official OEM reports. Your primary source. Sent regularly, usually broken out by department, so you can see exactly where you are strong and where you are not.
• OEM performance tiers. Most manufacturers group scores into tiers. Consistently hitting the top tier earns the best incentives, whether that is cash, allocation, or recognition.
• Manufacturer awards. Formal recognition for customer satisfaction is direct confirmation.
• Industry benchmarks. Your OEM score is what pays, but studies like the J.D. Power CSI Study give you context on how your brand performs generally.
• Internal feedback. Quick text or email surveys after a visit are not official, but consistent positive feedback there usually predicts strong official scores.

A customer who seems happy driving away does not always translate into a strong survey response later. Things outside your team's control influence results, which is why the whole experience matters rather than the last five minutes of it.

How is the CSI score measured?

Your official score comes from surveys the OEM sends after a purchase or service visit. Questions cover the parts of the experience the manufacturer cares about, and the specifics vary between manufacturers. The OEM collects responses, calculates, and reports back to you, usually with departmental breakdowns.

There is a real ongoing debate about CSI's limitations. Surveys can be long, and scores get penalized for things no employee controlled. That is part of why Net Promoter Score has gained ground as a complementary measure, since it asks one question and answers a different one.

How do you increase your CSI score?

Improving CSI means improving customer interactions across the dealership, from the sale through the service journey. Get it right and you see higher scores and more loyal customers.

1. Improve the sales experience

This is the first impression. Make it clear and quick.

Knowledgeable staff. Your sales team should know the vehicles thoroughly and answer questions accurately without pushing. Survey questions frequently assess salesperson helpfulness directly.

Transparent pricing. Present all pricing, fees, and financing terms clearly and early. Nobody likes discovering a fee at signing.

Efficient, respectful process. Respect the customer's time. Some OEM surveys ask about process duration specifically.

A proper delivery. Do not rush the handover. Explain the vehicle's features, make sure the customer is comfortable before they drive away, and be available for final questions. Delivery is what people remember.

2. Optimize the service experience

Service has a big impact on long-term loyalty and CSI. Service Lane Technology plays a central role.

Convenient scheduling, and short waits. Offer multiple booking channels, but understand that offering options is not the same as being available. J.D. Power reported in 2024 that appointment wait times at franchised dealerships were at a record high, while many aftermarket shops take drive-ins or book within a few days (J.D. Power 2024 ASI via Auto Remarketing). If your next open slot is two weeks out, that's a CSI problem before the car even arrives.

Attentive, communicative advisors. Advisors are the primary contact. They should listen, explain repairs without jargon, and give proactive updates rather than waiting to be asked. Feeling informed is a large part of feeling satisfied.

Fix it right the first time. Repeat visits for the same problem are the fastest way to lose a customer. Thorough multi-point inspections help catch what a quick look misses.

Show the work. This is where the data is most striking. J.D. Power's 2024 CSI study found that when advisors provide photos or video alongside a multi-point inspection, customer satisfaction with the advisor improves by 31 points on their 1,000-point scale, 911 against 880.

The problem is that most customers are not getting it. J.D. Power's 2026 study found 64% of service customers want photo or video documentation with their inspection, and only 26% of mass-market customers receive it. Roughly two out of three are asking for something three out of four are not getting, which is about as clear a CSI opportunity as exists (J.D. Power, 2026, as cited in The Cost of Silence).

With Kimoby, your advisors send video MPIs, estimates and status updates from the same text thread. Shop noise is filtered out of the tech's video and captions are added, and on Service Lane OS Pro the estimate is drafted from what the tech says on camera. You'll also find Kimoby on OEM approved-vendor lists, including Volkswagen eConnect and CMC.

Comfortable facilities and loaners. Customers who wait need somewhere decent to wait, with Wi-Fi and refreshments. Customers who cannot wait need a loaner. Across 871 stores, customers given a loaner came back about 7 points more often. Kimoby Go handles the fleet and helps you with recovering loaner fees.

Easy pickup. Explain the work performed and the charges clearly. Digital payment shortens this step a lot, and customers use it when you offer it. At the top stores on the Kimoby platform, 82.5% of digital payments happen on a phone.

Consistent follow-up. Reach out after service to confirm satisfaction and catch problems early. Doing this before the OEM survey goes out is the difference between fixing an issue and reading about it in your score.

3. Keep the parts department efficient

Parts works behind the scenes and still moves your CSI.

Parts availability. Efficient ordering and stocking minimizes delays. Parts unavailability is a common reason repairs don't get completed on the first visit, which is one of the most damaging things that can happen to a CSI score.

Knowledgeable parts staff. Well-informed staff get the right part to the right technician faster. Internal messaging between departments removes a lot of the back and forth.

Transparent parts pricing. Communicate parts costs clearly, the same way you would labour.

4. Use your data and your customer feedback

You cannot fix what you do not measure.

Analyze your OEM reports. Go past the composite score. Look department by department and question by question to find what is actually dragging.

Run internal surveys. Post-visit texts give you feedback immediately, which lets you resolve problems before the official survey arrives.

Monitor online reviews. Google and Yelp do not count toward official CSI, but they shape your reputation and often contain the specific detail an OEM survey does not capture. Respond promptly.

Ask your team. Your frontline staff hear things customers never put in a survey. Give them an easy way to pass it up.

5. Invest in your people

Train continuously. Product knowledge, OEM standards, customer service skills, and process adherence. The industry moves quickly, and many OEMs offer training through their own programs.

Employee satisfaction shows up in customer satisfaction. Staff who feel valued go further for customers. Fair pay, decent benefits, mutual respect, and management that supports the floor all feed into your score whether or not anyone measures the link.

Recognize good results, carefully. Tying a small bonus or a team reward to CSI gains works better than penalizing individuals for bad scores. A score can be sunk by a backordered part or a factory defect that no advisor could have prevented, and paying people on things they do not control breeds exactly the behaviour you do not want, like advisors coaching customers on how to answer.

Give the team the tools. Clear processes and software that removes friction rather than adding it. Advisors who spend their day on hold are not advisors who are building relationships.

6. Standardize processes and use technology properly

Standardize what matters. Consistent procedures produce consistent experiences. A full MPI on every vehicle catches safety issues early and surfaces legitimate work.

Build real follow-up protocols. After a sale, confirm the customer is comfortable with the vehicle. After service, confirm the work resolved the problem and address anything that did not.

Use technology where it removes friction. A modern communication platform handles texting, video, status updates, and payment in one place, and keeps the history so the next conversation starts with context rather than from scratch.

Run retention campaigns. Kimoby Grow sends targeted maintenance reminders, recall notices, and service offers based on DMS data, which drives repeat business and, in turn, more chances to earn a good survey.

How does communication speed affect CSI?

One number is worth sitting with, because it connects communication quality directly to the operational reality of your lane.

Digital estimates sent with photos and one-tap approval come back approved in a median of six minutes. Phone-based approvals average 22 to 23 hours. Same customer and same repair. The only difference is whether they could see what you were describing.

That gap is a CSI problem before it is a revenue problem. A customer waiting on a callback that has not come is a customer forming an opinion about your dealership, and it is the opinion they will still hold when the survey arrives a few days later (The Cost of Silence, an analysis of 871 dealerships and 16.8 million repair orders).

So where do you start?

Improving CSI is not about chasing a number. It is about building stronger customer relationships, and that touches everything: how you sell, how you service, how you communicate, and how you support your team.

There is no single fix. Progress comes from applying these consistently across the dealership. Listen to feedback from both official surveys and public reviews, and give your team the training and tools they need.

Focus on the experience and the score follows.

If the service side is where you want help, here's where Kimoby fits. With Kimoby, your team texts, sends video, takes payment and checks in after the visit from one thread. The CSI check-in reads replies for sentiment and alerts you when a customer is unhappy, so you can fix it before the OEM survey goes out. What it doesn't do yet: there's no native online scheduler, so you keep the one you have. If that works for your store, book a demo.

FAQ

What is CSI?

CSI stands for Customer Satisfaction Index. It is the score that shows how satisfied your customers are after a visit to your dealership. It comes from post-visit surveys sent by the manufacturer and covers service quality, speed, communication, and the overall experience.

What is a good CSI score?

It depends on which scale your OEM uses, and they are not standardized. Some OEMs score out of 100, others on a 1,000-point scale like J.D. Power. A good score is one that puts you in your OEM's top tier, so get those thresholds from your program terms before benchmarking against anything.

When do OEMs send the CSI survey?

Timing varies by OEM, but the survey usually goes out within days of the visit, while the experience is still fresh. What happens in your service lane this week shows up in the survey your customer answers soon after.

How can texting surveys improve CSI?

Texting surveys get answered because they are short and already on the customer's phone. More replies means more feedback while the visit is fresh, so you can catch and resolve issues before the OEM survey goes out.

What are the impacts of a low CSI score?

Financial ones. Lost co-op dollars and missed bonus payouts. And the big one: losing allocation priority on the models that actually move.

How is CSI different from Net Promoter Score?

CSI measures the whole experience. NPS asks one question, whether the customer would recommend you. A strong CSI usually comes with a strong NPS, but they answer different questions and both are worth tracking.

Do Google and Yelp reviews count toward my official CSI?

Not directly. The OEM survey is the only one that determines your official score. Public reviews still shape your reputation and often contain specifics the survey misses.

Can I pay advisors a bonus based on CSI?

You can, but carefully. A small bonus or a team-wide reward tied to CSI gains works better than penalizing individuals for poor scores. A score can be sunk by a backordered part or a factory defect no advisor could have prevented, and paying on uncontrollable outcomes tends to produce survey coaching rather than better service.

Does showing photos or video actually improve CSI?

Yes. J.D. Power's 2024 CSI study found customer satisfaction with the service advisor was 31 points higher on a 1,000-point scale, 911 against 880, when photos or video came with the multi-point inspection. Their 2026 study found 64% of customers want that documentation while only 26% of mass-market customers receive it.

Sources
[1] J.D. Power, 2024 U.S. Customer Service Index (CSI) Study. Advisor satisfaction 911 with photo or video, 880 without.
[2] J.D. Power, 2024 U.S. Aftermarket Service Index (ASI) Study, via Auto Remarketing. Record-high appointment wait times at franchised dealerships.
[3] J.D. Power, 2026 U.S. Customer Service Index (CSI) Study, as cited in The Cost of Silence. 64% want photo or video, 26% of mass-market customers receive it.
[4] Kimoby, The Cost of Silence: Dealership Service Report (August 2026). 871 dealerships, 16.8 million repair orders, 12 months ending February 2026. Retention and approval figures are observed correlations, not controlled experiments. Phone approval times are industry data, as cited in the report.
[5] Kimoby, Colbourne Chrysler success story.