Did you know that by contacting all your customers before the official CSI survey is conducted, you can identify problems, discuss any frustration customers may have experienced, turn an unhappy customer into a happy customer or simply close any outstanding matters that your customer would like to address?

A PreCSI interaction goes a long way in ensuring that by the time the official CSI measurement takes place, any negative customer experiences have been rectified, helping you achieve higher CSI scores.


Dealer PreCSI

Why Dealer PreCSI?

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Host all your PreCSI measurement activities in one place.

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The system automatically imports a list of calls to be made for the day and links these to interview scripts.

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Easily escalate negative responses to the correct individuals to action with the built-in escalation feature.

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Follow through on escalations and close the loop by updating the interview status.

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Provide access to all relevant individuals to view, manage and track responses.

How does it work?

Day 0
Day 0
  • Interaction between customer and dealer.
Day 1
Day 1
  • Data becomes available to Lightstone through the Dealer Management System (if applicable).
  • Data automatically gets imported into the PreCSI Programme.
  • Manual upload is available if the dealer is not already sending data to Lightstone.
Day 2-4
Day 2 - 4

Customer follow-up

  • Interviews become available under the ‘Interviews’ tab.
  • A dealer representative contacts clients to find out if they were satisfied and captures comments where relevant.

* Can be done by Lightstone (costed separately)

Escalate

  • Negative interviews automatically appear under the ‘Complaints’ tab.
  • The dealer representative escalates negative interviews to the relevant person for actioning.

Action

  • Service manager/ advisor receives an email alert.
  • Logs into the platform and phones customer to resolve the issue.

Review

  • Dealer representative/ CLO or DP can log in and see status of interviews – escalated or closed (resolved).
Day 5
Day 5
  • Official CSI calling

Pricing

Pricing

From only R499 per dealer package per month.

Get started

Step 1
Step 1

Sign up to MyEcho Empower

Step 2
Step 2

Make payment

Step 3
Step 3

Register for the Dealer PreCSI program (Take note of the billing information)

Step 4
Step 4

Lightstone will receive a notification and contact you to complete the onboarding process

Do you want to know more about Dealer PreCSI?

Email Lightstone and an expert consultant will be in touch with more information.

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