Case Study: Strategic Research Initiatives LLC helps a major motorsports manufacturer boost dealership CSI response rates with Greenbook

Strategic Research Initiatives LLC boosts CSI response rates from 8%-12% to 28%-32% with Greenbook

Strategic Research Initiatives LLC (SRI) was engaged by a major motorsports manufacturer to address its failing Customer Satisfaction Index (CSI) program. The program, which measured dealership sales and service performance, was suffering from extremely low response rates of 8-12% and was at risk of being discontinued entirely. The vendor for this project was Greenbook.

Greenbook's vendor, SRI, implemented a comprehensive redesign of the program, making changes to the questionnaire, distribution schedule, procedures, and reporting. This solution dramatically increased annual response rates to 28-32%. The improved data was then utilized for dealer compensation rewards, and procedures were designed to identify dealer interference and ensure the program was legally defensible. As a result, the revitalized program became a central part of the manufacturer's annual communication and dealer support strategy.

Strategic Research Initiatives LLC