NEW
Font size
WorksheetsCSI QUIZ
Total questions: 20
Worksheet time: 7mins
What is the main purpose of the CSI?
To increase sales
To measure customer satisfaction
To provide vehicle maintenance
To increase service costs
How soon after a service is completed does CAM WhatsApp customers for feedback?
Within a week
Immediately after service
Within a day
Within a month
What is the CSI score target?
500 points
750 points
850 points
900 points
What should a customer do if they give a rating of 1-6?
Provide a reason for the rating
Leave a comment
Call the service center
No action required
Which of the following is a CSI factor?
Service Sales
Service Quality
Service Marketing
Service Warranty
Which area is included in the Service Facility factor?
Cleanliness of dealership
Friendliness of staff
Quality of vehicle parts
Speed of repair
What is a key component of Service Quality?
Waiting time for appointments
Vehicle cleanliness after service
Cleanliness of the waiting area
Number of service advisors available
Which of the following measures customer expectations regarding spare parts?
Ease of scheduling service
Cost of parts
Cleanliness of the vehicle
Flexibility of service hours
What does NPS stand for in CSI?
National Pricing Strategy
Net Promoter Score
New Product Service
Next Process Strategy
What is the minimum response rate target for CSI surveys?
20%
30%
40%
50%
Which is a recommended action to boost CSI scores?
Reduce service costs
Communicate throughout the customer journey
Increase customer waiting time
Reduce staff involvement
What is the importance of following up after service?
To sell more services
To build trust and enhance repair quality perception
To ensure the customer returns for a future service
To offer discounts
How can dealers be proactive about solving customer problems?
By offering free services
By addressing issues early
By delaying the service
By charging extra fees
How can service advisors improve their CSI ratings?
By avoiding customer communication
By providing thorough explanations of the service
By working slower
By skipping follow-up calls
Which action helps improve service facility ratings?
Offering Assistant
Reducing service charges
Increasing appointment wait times
Reducing vehicle cleanliness
What should be done if there is an unresolved issue after service?
Ignore the issue
Promise a follow-up and resolve it quickly
Charge extra for the follow-up
Recommend a different service center
Which of the following is included in vehicle cleanliness measurement?
Technician’s knowledge
Vehicle damaged during wash
Service advisor's friendliness
Repair time
What is considered a "surprise point" in the CSI survey?
A negative review
A 10-point rating with a special mention
An incomplete survey
A missing appointment
What is the role of the CRM HQ Assistance system?
To help customers book appointments
To automatically send WhatsApp messages for feedback
To handle vehicle repairs
To manage dealer inventory
What is the first step in measuring the dealer’s service image?
Evaluating service quality
Evaluating customer complaints
Evaluating the cleanliness and facilities
Evaluating staff qualifications
