CSI

CSI (Customer Satisfaction Index / China Customer Service Index Study) is an authoritative quantitative benchmark in the automotive industry used to assess vehicle owners' satisfaction with a car brand's aftersales service quality as well as their overall vehicle purchasing and ownership experience. The index is typically calculated via weighted statistical models based on extensive consumer survey data collected by reputable third-party market research firms (such as industry benchmark J.D. Power). CSI objectively reflects the overall service standards of carmakers and their authorised dealership networks in areas such as routine servicing and repairs, service advisor professionalism, booking convenience, and service centre amenities, serving as a core barometer of brand reputation and customer retention.

Core Framework and Evaluation Dimensions

The CSI evaluation framework and data collection methodology primarily encompass multi-dimensional customer touchpoint surveys, quantitative statistical weighting, and standardised score conversion.

Full Lifecycle Touchpoint Research and Metric Breakdown (Lifecycle Touchpoint Research & Metric Subdivision):

CSI data collection is typically carried out via structured questionnaires or in-depth interviews with owners who have purchased a vehicle or sent their car for aftersales maintenance and servicing. Beyond repair quality and turnaround times, the evaluation model evaluates several core sub-dimensions: service quality (fix-it-right-the-first-time rate), service advisor professionalism, service centre facilities and environment, booking and reception convenience, and transparent, reasonable pricing. Each dimension is assigned a specific weighting based on genuine customer feedback. 

1,000-Point Quantitative Model and Industry Benchmarking Analysis (Thousand-Point Quantitative Model & Industry Benchmarking Analysis): 

Research agencies aggregate validated survey samples using mathematical statistics and weighting algorithms to generate an overall score, typically presented on a 1,000-point scale. Carmakers can benchmark their standing against industry peers and track service improvement trends over time, enabling them to pinpoint operational shortcomings and guide their authorised dealer networks in targeted service process enhancements.

Safety Specifications and Physical Limitations 

Strict Prohibition on Dealerships or OEMs Tampering with CSI Survey Data via Inducements or Falsification (Prohibiting Dealerships or OEMs from Intervening in True CSI Survey Data Through Coercion, Incentives, or Falsification):

CSI rankings directly impact an automotive brand's market reputation, dealer performance incentives, and commercial rebates. Authorised dealerships are strictly prohibited from offering free gifts, disguised incentives, or completing survey forms on behalf of customers during service visits or follow-up calls to manipulate or inflate satisfaction ratings. Every survey response must authentically reflect the owner's genuine experience to preserve the integrity and impartiality of industry benchmarks.

Strict Prohibition on Compromising Vehicle Inspection and Safety Protocols to Chase High CSI Scores or Shorter Turnaround Times (Prohibiting Sacrificing Standardized Inspection and Safety Protocols to Pursue High CSI Scores or Shorter Working Hours):

The primary objective of aftersales servicing is not merely customer comfort, but the thorough elimination of potential mechanical and electrical safety hazards. Service personnel are strictly forbidden from omitting mandatory inspection steps—such as chassis bolt torquing, brake system wear inspections, or high-voltage (HV) battery safety diagnostics—merely to meet "quick turnaround" satisfaction targets. Ensuring uncompromised maintenance quality and absolute road safety must always take precedence over superficial service scores.