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Expand Your Customer Surveying Beyond The CSI

DMS exec: CSI won’t tell if customer is loyal for long haul. BY JON MCKENNA In recent years, skeptics have raised a litany of questions with or complaints about automaker-driven customer satisfaction index (CSI) surveys. Too many OEMs, they insist, continue to overemphasize CSI scores in allocating vehicles or scoring incentive programs. The survey forms […]
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