At Oxlo, we understand the importance of gathering actionable data to help automotive dealer groups thrive in a competitive marketplace. By collecting valuable customer insights, dealerships can drive improvements in sales, customer satisfaction, and overall performance. Below are the different survey types we can export data from to give dealerships the data they need.
The Different Surveys and Their Definitions
We have the capabilities to export data into Excel files for a variety of surveys that collect essential data for dealer groups. Each survey is designed to measure a unique aspect of your dealership’s performance and customer engagement. Here’s a breakdown of the most commonly used surveys:
- Customer Satisfaction Index (CSI): This metric measures how satisfied your customers are with their overall experience at your dealership, including sales and service interactions.
- Net Promoter Score (NPS): NPS gauges customer loyalty by asking how likely customers are to recommend your dealership to others.
- Key Performance Indicator (KPI): KPIs are specific metrics that track progress toward achieving your dealership’s goals. These might include sales targets, service completion rates, or customer retention rates.
- Overall Satisfaction: This survey measures the general satisfaction level of customers with their entire experience, both during and after their visit.
- Customer Satisfaction Effort (CSE): The CSE measures how easy or difficult it was for customers to resolve issues or complete tasks during their interaction with your dealership.
- Dealer Recommendation: This survey assesses whether customers would recommend your dealership based on their experience.
- Composite: This is an aggregate score that combines different customer feedback data, offering a more holistic view of dealership performance.
- Sales Effectiveness Index (SEI): SEI tracks the efficiency of your sales operations by measuring conversion rates, lead management, and other sales-related metrics.
- Dealer Satisfaction: This metric focuses on how satisfied dealers are with their interactions with your group and their ability to work with you effectively.
- Blended Metric – Top Box: This combined score reflects the percentage of customers who rate your dealership’s service or experience at the highest level (e.g., 9 or 10 on a 10-point scale).
- Dealer Retention: This survey measures how well your dealership retains its customers over time, helping you understand loyalty patterns.
- Service Retention: This survey focuses on customers who return for service visits, tracking the retention rate and identifying potential areas for improvement.
How Oxlo Helps Collect Data
Our data gathering solution helps your dealer group collect various forms of valuable customer data across different brands, timeframes (YTD, 3-Month, Previous Month, Current Month), and dealerships. By utilizing the various surveys we offer, automotive dealers can stay ahead of industry trends, identify areas for improvement, and ultimately build stronger, more successful relationships with their customers. Talk to our team to learn more about how we can help your organization.