At five rooftops, a monthly customer experience report can be a rough compilation and still be useful. At 20 or more, across multiple brands, that same approach produces a report too long to act on and too inconsistent to trust. The format that worked at a smaller scale actively works against a group at this size.
Here’s what a monthly CX report should look like once a dealer group has outgrown spreadsheets.
Start With the Right Cadence and Time Frames
A best-in-class report doesn’t show a single snapshot. It shows performance across consistent, comparable time frames: current month, previous month, rolling three-month, and year-to-date. This is what allows leadership to tell the difference between a one-month dip and an actual trend, and it’s why time frame consistency matters as much as the metrics themselves.
The Metrics That Belong on Page One
With dozens of rooftops across multiple brands, a good report resists the urge to show everything. Page one should lead with the metrics that drive decisions and OEM incentives, typically:
- Customer Satisfaction Index (CSI) — overall satisfaction across sales and service
- Net Promoter Score (NPS) — likelihood to recommend
- Sales Effectiveness Index (SEI) — quality of the sales process itself
- Dealer Retention and Service Retention — whether customers are coming back
- Blended Metric / Top Box — the composite view leadership is ultimately measured on
Everything else — department-level detail, individual advisor scores, verbatim comments — belongs deeper in the report, not competing for attention on page one.
Segment by Rooftop, Brand, and Department
A single blended number across 20+ rooftops hides more than it reveals. The report needs to let a regional director drill from the group-wide number down to brand, down to rooftop, down to department (sales vs. service), without needing a different source for each layer. This is also where rooftop-level accountability actually gets established — a leaderboard that ranks every store on the same standardized scale, regardless of brand.
Make It Actionable, Not Just Informational
The difference between a report that gets read and one that gets skimmed is whether it tells you what to do next. Best-in-class reports flag:
- Rooftops trending downward for two or more consecutive periods
- Scores approaching OEM incentive thresholds, before the quarter closes
- Departments (not just stores) where the score has moved the most
A report that only states the numbers puts the analysis burden on whoever reads it. A report that surfaces outliers automatically turns a monthly review into a monthly action plan.
Distribution: Who Should See It and When
At this scale, one version of the report rarely fits every audience. Executives generally need the group-wide and brand-level view. Regional directors need the rooftop leaderboard. GMs need their store, broken out by department. The underlying data should be the same for everyone — standardized and pulled from a single source — but the level of detail each audience sees should match what they’re actually responsible for acting on.
How ASAP Powers This Report Automatically
This is exactly the report Oxlo’s Automated Score Aggregation Program (ASAP) is built to produce. ASAP consolidates sales, service, ownership, and Fix It Right the First Time survey data from every brand into one standardized, ready-to-use output across consistent time frames, so the report above doesn’t require a week of manual compiling to build every single month.
Build This Report Without the Manual Work
Contact Oxlo to see how ASAP turns your monthly CX report into an automated, standardized output across every rooftop and brand.