The CSI Score of a Shuttle Service

by Kristine on July 8, 2022

Did you know that dealerships who use Quickride to manage their shuttle services have a higher customer satisfaction index (CSI) score than those who don't? You might be surprised to hear this. But before you say, "It's just a shuttle service; I'll never use that!" think about what it means for your retention.

The CSI is an indicator of how well you're meeting the needs of customers, and it's based on three categories: Customer Effort, Customer Experience, and Customer Delight. The higher your CSI score, the better your business is doing at meeting customer needs.

  • Customer Effort measures how easy it is for customers to accomplish what they want to do and how much time it takes them to get there.
  • Customer Experience measures whether customers feel as though they've had a good experience when using your product or service.
  • Customer Delight measures whether customers are delighted by their interaction with you or your brand.

If you're a Fixed Operations Director, Service and Parts Manager, or General Manager, it's likely that you've heard of the CSI score—a metric that measures the customer service experience. But if you're not sure how this affects your shuttle services, we can help.

The CSI score is based on five categories:

  1. Ease of scheduling.
  2. Arrival time (how long it takes for the shuttle to arrive at the pick-up location).
  3. Condition of vehicle (cleanliness and working order).
  4. Driver courtesy (courtesy of the driver).
  5. Timeliness of shuttle return (how long it takes to get back on schedule after dropping off a passenger).

We know you've got a lot on your plate. That's why we're here to help. We've been doing our research, and we've found that dealerships that use Quickride have a higher CSI score than those that don't. That's why we created Quickride: to help you optimize your shuttle service so you can get the best possible performance from your drivers and vehicles!

The CSI score is a great way to see where car dealerships are doing well, and where they're falling short in terms of marketing. This can be useful in forming a strategy for making sure that you're more appealing than the competition, whether that's going above and beyond what they offer or simply not missing the mark on things that affect customer experience.

If you're using a shuttle service to get around, you'll know that being on time is critical, and being late isn't an option. You want to get from point A to point B seamlessly, so knowing how close you are to your pickup location can be the difference between making that 9:30 meeting and missing the call entirely. That's why the CSI score of a shuttle service is so important—it gives you crucial info at a glance, right when you need it most. Schedule a demo today!

Topics: dealership shuttle service, shuttle service, car dealership metrics, customer retention, customer satisfaction