FAQ's
What is the CSI Program?
The CSI (Customer Satisfaction Index) Program is a relationship marketing approach focused on measuring customer satisfaction through structured surveys following a product purchase.
When should the initial customer survey be sent?
This is totally customizable, however, the initial survey process follows a timeline after the purchase date:
Upcoming survey notification at 25 days
Survey invite email at 30 days
Reminder email at 35 days
Final mailed invite at 42 days
Is there a follow-up survey after the initial survey?
Yes. A follow-up survey is conducted later in the customer lifecycle:
Notification at 295 days
Survey invite at 300 days
Reminder at 305 day
Final mailed invite at 312 days
What types of questions should be included in the survey?
Surveys should include:
2–3 Overall Satisfaction (OSAT) questions, covering product, dealer, and engine satisfaction
Net Promoter Score (NPS) questions, asking how likely the customer is to recommend the product or dealer
How many customers should be surveyed?
It is recommended to conduct a census survey of at least 80% of product purchases to ensure representative feedback.
How are surveys typically distributed?
Most manufacturers choose to send surveys via:
Email, Text, and Mail
Or optionally email only or mail only
Can participants resend a survey?
Yes. Participants have the ability to resend surveys, although resend fees may apply.
Can a survey response be excluded from reporting?
Yes. Surveys can be excluded from reporting for extenuating circumstances, but exclusions are monitored and must be handled with discretion and integrity.
Can surveys be customized?
Yes. Each manufacturer can customize their surveys, including adding trigger questions for hot alerts.
Are reporting options available?
Yes. We have a comprehensive reporting packing included with the program. Custom reports are available through an upgraded reporting package.