Customer satisfaction is essential for the success of any automotive dealership. At Suly, our CSI satisfaction call process measures customers' feelings following their experience in the sales or service department. By directly contacting clients, we help strengthen your relationship with them while encouraging positive feedback on manufacturer surveys.
Our calls aim to understand the overall satisfaction level of clients and gather valuable insights about their dealership experience. The primary goal is to encourage customers to respond to the manufacturer survey, a crucial element for achieving high scores that reflect the quality of your service.
We adopt a proactive approach, ensuring two attempts per client. Call attempts are made using up to two different phone numbers if provided. Additionally, we vary morning and evening time slots to maximize the chances of reaching them.
If a client cannot be reached after these attempts, we send a reminder email highlighting the importance of their feedback. Each customer is encouraged to respond to the manufacturer survey to share their experience and acknowledge the quality of the services received at your dealership.
A rigorous follow-up is applied, ensuring that clients are contacted within 24 to 48 hours after their visit to the service or sales department. This timeframe, adjustable to your needs, allows for quick intervention in case of issues and ensures that the client feels heard.
The success of our approach relies on customization tailored to your expectations. The dealership and Suly will collaborate to develop a list of questions, including up to three personalized questions to precisely target the information you wish to collect. Each call is designed to obtain relevant responses or a numerical evaluation for both the sales and service departments.
When a client expresses dissatisfaction, an alert email is immediately sent to your dealership. This enables your team to react quickly before the client completes the manufacturer survey, giving you the opportunity to correct the situation and enhance your clients' experience.
By implementing this rapid contact approach with your clients, we help you maintain a high level of satisfaction, thereby increasing the likelihood of achieving high CSI scores and building a strong reputation for exceptional customer service.
Contact us : info@suly.ca
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