118% CSI Score Increase in Just Weeks at Kelowna Mazda

Kelowna Mazda was struggling with their CSI scores and were  failing on critical questions like "likelihood to recommend" and "overall satisfaction."

The root of the problem was that customers didn't understand that anything below a 9 was considered a failure by the OEM. They were receiving scores of 7 and 8 ratings that customers likely thought were positive, but which translated to zeros in the manufacturer's scoring system. Despite educating customers at the service desk, the message wasn't getting through. 

The dealership needed a way to make the scoring system crystal clear to customers and catch problems before they reached the manufacturer's survey.

Kelowna Mazda implemented Kimoby's CSI survey solution which automatically sends a survey by text after every service visit closes, ensuring customers receive it with zero manual work.

This automated approach created a two-part strategy that transformed their CSI performance:

1. Identifying Detractors Before the OEM Survey

The first text customers receive asks a simple yes or no: "Would you recommend us to friends and family?"

Customers who answer "no" or leave negative comments are immediately flagged and the service team receives instant notifications. Customers get contacted to resolve issues before they receive the manufacturer survey. This proactive recovery prevents negative scores from ever reaching the OEM.

2. Educating on the OEM Scoring System

Customers who answer "yes" receive a follow-up message with a visual guide that explains the manufacturer's scoring system.

The included image explicitly shows customers that only 9s and 10s count as positive scores, eliminating the confusion that an 8 literally means zero to the manufacturer.