Metrics
CSI (Customer Satisfaction Index)
CSI is a manufacturer-tracked score measuring customer satisfaction with the sales or service experience, directly tied to dealer incentives and bonus money.
What it means on the floor
Customer Satisfaction Index scores come from post-visit surveys sent by the OEM. They influence allocation, dealer-of-the-year status, and significant bonus payments — often six figures annually. Even a single low score can pull a monthly average below the cutoff, which is why CSI training is non-negotiable for both sales and service teams.
Related terms
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