Automatically sends CSI surveys to service customers, analyzes feedback, and triggers follow-up actions for both positive and negative responses. Improves customer satisfaction scores and service department reputation through systematic feedback collection and response management.
Customer service appointment is marked complete in DMS
Each node represents an automated step. Connections show how data and decisions move through the workflow.
Detailed explanation of each automated stage in the workflow.
Workflow initiates when a service appointment status changes to 'completed' in the dealership management system. Customer and service details are captured for survey generation.
Personalized survey is automatically sent via email or SMS to the customer within 2 hours of service completion. Survey includes service-specific questions and rating scales.
System analyzes completed survey responses and categorizes them as positive (4-5 stars), neutral (3 stars), or negative (1-2 stars). Routes to appropriate follow-up actions based on score.
For negative responses, immediate alerts are sent to service manager and advisor with customer details and specific concerns. Positive responses trigger thank-you messages and review requests.
CSI scores and feedback comments are automatically logged in the customer's service history profile. Data feeds into customer satisfaction tracking and service advisor performance metrics.
System schedules appropriate follow-up tasks: callback appointments for dissatisfied customers, online review requests for satisfied customers, and future service reminders based on vehicle maintenance needs.
Comprehensive reports are generated showing CSI trends, advisor performance, and service department satisfaction metrics. Reports are distributed to management and used for performance improvement initiatives.
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