CSI (Customer Satisfaction Index)


The purpose of this report is to continue work by committee members on the CSI business information passing between parties as it relates to the collision repair industry.  We are asking for responses and feedback from the industry at-large relative to the work the committee has done so far, and to emphasize the importance of continued work in this area. 
The first objective will be to revitalize membership in this committee.  It is evident that a framework has already been set that can drive future progress, and success will be dependent upon an expanded active participation.

CSI, Customer Satisfaction Index, organizations will streamline their operations together with the operations of those generating the CSI research request by creating an electronic workflow.  The process will encompass the submission of the CSI Samples to the return of Customer Satisfaction Data in a standard electronic format to enable comparative analysis.
Scope & Objectives

The CSI Committee will focus on the potential and process of:
  • Determining the benefits to all industry segments
  • Providing industry definitions (including questions and answers) and process flows
  • Developing a standard formatting for data communications
Operating Guidelines
  • To incorporate all potential business entities in the business processes
  • To work with the group to respond to group goals and timelines
  • To provide an open working relationship with the Committee within the antitrust guidelines.
Industry Segment Affected  
  • Sample Sources – The entity that creates/provides sample list. Most commonly an insurance company or body shop, but can be any source such as rental car company, car dealership, information technology provider, glass provider, all parts providers, etc. Survey Company/CSI Provider-- Any company who collects Customer Satisfaction Data for the collision repair industry.
  • Information Technology Provider– This is an entity may act as an intermediary between the Sample Source and the Survey Company.  (As noted above, it can also be the Sample Source).  There can also be a data intermediary between a survey company and the final data recipient.
    • Information Technology Provider Roles include:
      • Generate the sample list
      • General services such as data consolidation and generic scrubbing of data, e.g., remove do not call list numbers.  These are more commonly known as Data Intermediaries
  • Final Data Recipient – This is the entity that receives the final survey results and/or aggregated data and reports.  There can be multiple recipients. 
Any of the entities can perform the aggregation and collaboration function.

For more information, email projects@cieca.com.