Arctic Cat CSI Program

 

What is Satisfaction?

CSI (Customer Satisfaction Index). This is a program that utilizes surveys to measure post-purchase satisfaction with a brand’s products and purchase experience.

How does Satisfaction work?

After warranty registrations are received the program schedules two surveys, one soon after purchase and the second 300 days after purchase. This allows insight into not only the buying process but also the longevity of their satisfaction with the cart.

Why do Satisfaction?

The information gathered from these surveys can be used to improve the quality of products, develop support programs, tracks trends, and monitors customer satisfaction efforts. This all leads to increased brand awareness and approval.

What surveys are being sent?

There are two types of surveys we send: Initial Survey and Follow-Up Survey.

  • Initial survey is sent 30 days from purchase date
    • Survey Invite Email – 30 days from purchase date
    • Survey Reminder Email – 35 days from purchase date
    • Final Mailed Invite – 42 days from purchase date
  • Follow Up survey is sent 300 days from purchase date
    • Survey Invite Email – 300 days from purchase date
    • Survey Reminder Email – 305 days from purchase date
    • Final Mailed Invite – 312 days from purchase date

 

 

 

Manage Your CSI Score

 

Step 1 - Make Sure to Get The Customer's Email Address

  • Educate your customers about CSI; let them know their feedback is important and encourage them to complete their surveys
  • Make this a part of the sales closing process and affect your CSI score before a survey is submitted!

 

Step 2 - Utilize Notifications That Are Emailed To You

If you are not getting these emails, please reach out to your DSM to list you as the CSI Contact at your dealership

Upcoming Survey Notifications

  • Dealer contacts receive emails when a customer is getting a survey soon, this is your opportunity to reach out and encourage them to provide feedback and fill out the survey
  • PROBLEM: Your best customers and closest friends are often the people who are least likely to return completed surveys because they simply assume you already know they're happy. Phone follow-up with every customer, especially the best ones

Hot Alert

  • Dealers will receive Hot Alerts if a returned survey indicates a low satisfaction level with some aspect of the sales or service experience
  • Thank customers for feedback, resolve issues, connect with manufacturer to resend customer survey!

Completed Survey Notification

  • Your opportunity to thank the customer for filling out the survey

Perfect Score Alert

  • Your opportunity to thank the customer for filling out the survey and scoring your dealership highly

 

Excel at the Customer's First Sales and Service Experience

Make it a memorable experience in a positive way

  • Courteous treatment
  • Fix it right the first time- (has a huge impact on loyalty and retention)
  • Detailed delivery
  • Follow-up

 

If you need additional users set up, or have general inquiries or feedback, you can contact us:​