Customer Satisfaction Index (CSI) scores are an important metric that measure a dealership’s customer satisfaction with its products, services, and overall experience.
Beyond reflecting operational excellence and customer happiness, high scores are a key driver of customer retention, stronger relationships with OEMs, and financial incentives.
CSI scores are influenced by many factors including product and service quality, communication, and the customer’s experience at the dealership. With staff shortages and other ongoing industry challenges, it can be difficult for dealers to consistently perform across all areas – and a single bad experience can result in a poor evaluation and even lost business.
So what can dealers do to consistently deliver a smooth, positive customer experience?
One effective approach is leveraging self-service solutions to increase service capacity, reduce waiting times, and enable staff to shift away from repetitive administrative tasks to focus on more strategic priorities.
Here are five ways self-service technology helps dealerships create a better customer experience.
1. Improved scheduling with online check-in
Online check-in helps customers plan their visit ahead of time and in their own schedule, from the comfort of their home. It also allows customers to flag any issues in advance so dealerships can better prepare their workshop schedule.
With automated email and text reminders, customers are less likely to miss appointments, making the process smoother for both customers and dealership.
2. Reduced dealership waiting times
Dealership queues, particularly during peak times, can be a major source of frustration, especially if direct interaction with a service adviser is not required.
With self-service kiosks, dealerships can reduce bottlenecks and improve the experience by allowing customers to drop off their keys in secure lockers while all communication is handled digitally.
3. Transparent communication of work updates
When customers don’t have visibility into the progress of their repair, they can become frustrated – especially if it takes longer than expected.
With digital tools like self-service and video communication, customers can receive updates across their preferred channels and in their preferred format (text or video). When customers can visualise the work needed, they’re more likely to approve repairs and trust in the dealership is reinforced.
Learn more about video capabilities in the Tjekvik dashboard with our CitNOW integration.
4. Personalised customer experience
With self-service, customers are empowered to manage more of their experience independently, without losing the personal touch.
Tjekvik allows dealerships to customise the customer journey by showing personalised products, services, and offers based on the car make or model, customer type, or work details during check-in and check-out.
Additionally, setting up questions and offers during the self-service process helps reduce the pressure of upselling for both service advisers and customers. It makes it easier for advisers to focus on meaningful interactions, while customers find it easier to select products at their own pace, without feeling pressured.
Learn more about Tjekvik’s Smart Rules.
5. Track customer satisfaction at every visit
Proactively monitoring customer satisfaction levels is essential for getting positive evaluations that result in high CSI scores. With self-service, dealerships can easily capture feedback at the kiosk, as soon as a customer is ready to pick up their vehicle.
For example, many Tjekvik customers set up a question such as “Would you give us a 5-star rating?” which is shown to customers when picking up their vehicle at the kiosk.
If a customer responds negatively, the dealership immediately calls the customer to work out what the issues were, thus addressing dissatisfied customers. This real-time feedback approach, implemented ahead of OEM surveys, helps dealerships secure higher CSI rating scores.
Happier team, happier customers
With routine tasks automated by self-service, service advisers gain more time to focus on deep interactions that boost customer satisfaction and retention. Customers also benefit from a more enjoyable experience when interacting with staff who are less rushed or pressured.
By minimising wait times, enhancing communication, and delivering more personalised experiences, self-service helps dealerships achieve high CSI ratings and happier customers.
To learn how Tjekvik can help your dealership transform customer satisfaction, get in touch with us.