Dealer groups tend to know CSI cold. NPS often gets treated as the second number in the packet, worth a glance but not much else. That’s a mistake. NPS answers a different question than CSI, and OEMs are increasingly weighting it in their own reporting and incentive structures right alongside it.
What Is Net Promoter Score (NPS)?
NPS comes from a single question: “How likely are you to recommend this dealership to a friend or colleague?” on a 0–10 scale. Customers who answer 9 or 10 are Promoters, 7 or 8 are Passives, and 0 through 6 are Detractors. NPS is calculated as the percentage of Promoters minus the percentage of Detractors, producing a single number that can range from -100 to 100.
Where Does an NPS Score Actually Come From?
It’s worth being precise here: the NPS score isn’t generated by Oxlo. Each OEM or brand runs its own customer experience survey after a sales or service visit, and that survey is what produces the score. The result lives on that brand’s own reporting portal or website, calculated by their system, using their methodology.
Oxlo’s role is to connect to each of those portals and pull the score that’s already been calculated and published. Nothing about the survey itself, or the number it produces, is created by Oxlo. Oxlo exports it.
Why NPS Matters for Dealer Groups
NPS is a strong proxy for loyalty and word-of-mouth, which is exactly what a dealer group needs when growing organically or protecting market share in a competitive area. A high NPS correlates with repeat business, referrals, and reduced marketing spend to acquire the same customer twice. For dealer group leadership, it’s a useful number for board-level and OEM-facing reporting alongside CSI.
NPS vs. CSI: Similar, But Not Interchangeable
CSI measures satisfaction across the entire sales or service experience. NPS measures the narrower question of whether a customer would actively recommend the store. A customer can be satisfied with their visit (decent CSI) without being enthusiastic enough to recommend it (lower NPS), or vice versa. The two scores are complementary, not redundant, and dealer groups get the most value from tracking both side by side rather than treating one as a stand-in for the other.
The Challenge: NPS Lives in a Different Portal for Every Brand
For a single-brand store, checking NPS once a month is a five-minute task. For a dealer group running multiple brands across dozens of rooftops, it means logging into a different OEM portal for every brand, each with its own login, its own time frame defaults, and its own export format. What should be a quick check becomes a recurring manual chore for someone on the team.
How ASAP Exports NPS Alongside Your Other Scores
Oxlo’s Automated Score Aggregation Program (ASAP) connects to each brand’s portal and pulls NPS the same way it pulls CSI and other survey scores, standardizing the output into one consistent export across every rooftop and brand. Instead of a different login and a different time frame for every OEM, your team gets one file with NPS already pulled, current, and ready to review.
See NPS Alongside Every Other Score You Track
Contact Oxlo to see how ASAP exports NPS from every brand portal into one standardized view.