Car Buying Secrets

CSI (Customer Service Index) and YOU

By: Roosevelt Gist

The quality and performance gap between domestic and foreign auto manufacturers has been reduced. The age of the "Pure" automobile (car with majority of components made by the manufacturer) is over. Now manufacturers must post country of origin and percentage of components on the window sticker. To distinguish themselves manufacturers are using CSI as a selling advantage. Some manufacturers may use a different term.

CSI is a rating generated by the manufacturers from surveys completed by new car buyers, warranty repairs (no cost to you) and out of warranty repairs (you pay).

When you purchase a new vehicle a sales report is sent to the manufacturer by your selling dealer. This report generates a customer response form. Volvo prefers a telephone survey.

A low CSI, when combined with certain additional information, can sometimes result in negative consequences to the dealer --- failure to qualify for substantial incentive dollars, denial of new franchise purchases and removal of dealer from ownership of an existing franchise and limit the number of vehicles shipped to the dealership, just to name a few.

As a new car buyer you play a significant role and have a real influence on your dealerships’ future. When you are negotiating the purchase of your next vehicle make sure the salesperson and management know that your customer service response survey will accurately and directly reflect how you were treated.

Questions to ask salesperson: May I see your CSI Rating? If it is low, below 87%, ask why and what are they doing to improve? If it is high, over 95%, ask why customers rate you so highly? If the dealer is unable to produce the document, move on to another dealership.

Remember, the pen is still mightier than the sword!