4 Ways to Improve Your CSI Score with Shuttle Management Software

by Kristine on April 19, 2022

The most effective way to improve your customer satisfaction scores (CSI) is by providing new or better service to your customers. You've probably heard this before, but have you actually made it a part of your dealership's strategy and customer service objectives?

Create a better customer experience with shuttle management software.

The shuttle is one of the most widely used amenities at dealerships. Today's customers expect it as a given, and when they need a new car or service, they look for it among the dealer's list of amenities.  

If you're not offering shuttle service at your dealership, you're missing out on a great opportunity. A shuttle can build brand loyalty, but it can also help improve your CSI score by creating happier customers.

Shuttle service has become an expectation for many shoppers seeking out new dealerships. It makes their experience easier since they don't have to wait around at the dealership all day for their car to be serviced, and it provides them with transportation during that time.

Many dealerships also offer complimentary shuttle service as a helpful amenity for their customers — and shoppers appreciate this because it saves them money. This can help you win points with consumers looking to save money wherever possible, and it can instill brand loyalty in your customers, who will continue to come back again and again.

Help your staff deliver better customer service. A shuttle management software will help your staff deliver better customer service by making the process more efficient and streamlined.

Offer customers a way to track their shuttle request status via live updates.

When you offer a complimentary shuttle service, you want to ensure your customers' experiences are as positive as possible. That means letting them know when their shuttle is on the way, when it's ready for pick up and when to expect it to arrive at their destination. This can be accomplished through SMS or email or by simply sending a text message that includes a link to track the shuttle in real-time.

Any message you send to the customer should include instructions on how the customer can track their vehicle in real-time. Some dealerships email this information, while others utilize SMS messaging. Either way, having a live status update system allows your customers to see where their shuttle is at any given moment without logging into your website every few minutes or calling the dealership for shuttle updates.

Provide the option for customers to request the shuttle when making the service appointment.

With every year that passes, consumers are becoming more and more tech-savvy. They want to go online and find a solution. They want to be able to book their appointments on the fly, and they expect services like delivery and shuttle waiting for them when they need it.

Using shuttle management software allows customers to request the shuttle at their convenience.

This will make scheduling quicker and more manageable as your customers will be able to log into a portal and schedule rides at any time of day, whether they're on the go or from the comfort of their home or office.

Modernize your service department.

It may surprise you to know that your shuttle service is the first impression they have of your dealership for many customers. It's not just about getting them from Point A to Point B. It's about delivering a smooth experience and meaningful engagement.

As such, it's critical that you continually seek ways to improve your complimentary shuttle service to give customers the transportation experience they deserve. The best way to do this? Implementing a shuttle management software solution.

Below are some of the benefits of shuttle management software:

  1. Improve customer satisfaction by ensuring timely pickups and drop-offs.
  2. Provide real-time updates to customers on the status of their vehicle servicing and when they can expect their vehicle back.
  3. Automate communication with customers through texts and emails on transportation schedules, delays, and other pertinent information (directly integrated into other CRM platforms).
  4. Manage driver schedules and vehicle maintenance with greater efficiency by streamlining all your fleet operations in one system.

Management software and customer satisfaction index (CSI) scores aren't necessarily synonymous. A management system that streamlines the workflow of your service department doesn't automatically mean customers will like their service experience more. However, there are ways you can use management software to enhance your customer experience and increase your CSI scores. Managing your customer's expectations is only part of the equation. Ensuring they're satisfied with the information they receive throughout their service experience is just as important, if not more so. Only 1 in 4 service experiences exceed expectations, so be the one dealership that does. By providing customers with tools and knowledge to help them manage their time between services, you can help improve their overall experience. 

Topics: shuttle service