Opinion 19 Sep
CSI and customer loyalty
Consultant and analyst Piers Trenear-Thomas expands on his points made in AM's recent CSI feature.
Retailing 10 Aug
Car dealers and CSI surveys – how much would you give them out of 10?
Customer satisfaction index surveys divide opinion among car dealers and carmakers. Like it or loathe it, CSI is changing
Car Dealer News 6 Jun
Land Rover ranks highest on dealer satisfaction survey
Land Rover has been ranked highest among premium brands in the J.D. Power 2017 UK Customer Service Index (CSI) Study.
Market Insight 8 Feb
Customer satisfaction: focus needs to fall on getting it ‘right first time'
Automotive was the only sector which saw fewer customers receive top service first time around in 2016, according to the findings of the UK Customer Satisfaction Index (UKCSI).
Car Dealer News 4 Jul
Turnaround puts VW Van Centre top for customer care
Staff at Volkswagen Van Centre Bury St Edmunds have celebrated reaching the top of the network’s league table for customer care.
Opinion 27 May
Jim Saker: Let’s ditch CSI scores and measure staff satisfaction instead
Measuring staff, not customer, satisfaction may boost service levels, writes Prof Jim Saker.