Case Study: Kelowna Mazda boosts CSI scores with Kimoby

Kelowna Mazda boosts CSI score from 32% to 70% with Kimoby

Kelowna Mazda was struggling with its low Customer Satisfaction Index (CSI) scores from the manufacturer. The primary challenge was that customers did not understand the OEM's strict scoring system, where only ratings of 9 or 10 were considered positive, leading to failing scores on critical survey questions. To address this, they turned to Kimoby and implemented its Service Lane OS for automated CSI surveys.

Kimoby's solution involved automatically sending text message surveys after each service visit. This system identified detractors for immediate follow-up and educated satisfied customers with a visual guide explaining the scoring system. As a result, Kelowna Mazda more than doubled its CSI score, jumping from 32% to 70% in just a few weeks and preventing negative feedback from reaching the manufacturer.

Kelowna Mazda