In an increasingly competitive market, customer satisfaction has become a major challenge for businesses. Car dealerships are no exception to this rule and have understood the importance of measuring the satisfaction of their customers. It is in this context that customer satisfaction indices (NPS / CSI) have taken a preeminent place. In this article, we will explain what is NPS and how it can help car dealerships improve their performance in terms of customer satisfaction and loyalty.
NPS is a tool for measuring customer satisfaction. It allows car dealerships to collect data on their customers’ purchasing and service experience. CSI is generally based on satisfaction surveys that are sent to customers after their dealership visit or after a given period. The questions asked in these surveys focus on key aspects of the customer experience, such as service quality, intervention speed, parts availability, staff professionalism, etc.
The objective of NPS is to enable car dealerships to better understand their customers’ expectations and measure their satisfaction in real-time. This information can be used to identify strengths and weaknesses in the customer experience and to develop action plans to improve sales and service processes. Ultimately, NPS is a way to give customers a voice and give them the opportunity to express their opinion on the dealership experience they have had.