SureCritic Launches SocialCSI
Seattle, WA – SureCritic launches the industry’s first SocialCSI® solution, a Customer Experience Management (CEM) platform that combines the best features of reputation management with the necessary features of CSI, to create the most accurate and transparent depiction of a customer’s dealership experience to date.
Unlike other providers who prequalify customers before asking for a review, SureCritic ties reputation requests in directly with CSI information, enabling transparent, verified reviews for customers and actionable data for dealers.
Here’s how it works: A customer has an experience through the sales, service or parts department at their local dealership or repair shop. SureCritic integrates with information in the point-of-sale system and emails the customer requesting a review within 24 hours of their visit. Once the customer has completed the review, it is verified through SureCritic and shared on a SureCritic website unique to that business. If the review is negative, the customer has the opportunity to provide more detailed information through SureCritic’s new Low Score Diagnostics feature. The dealership is notified in real-time of the customer’s concerns and provided with in-depth, quantitative data related to what when wrong. The in-depth information generated through SureCritic’s SocialCSI solution is a key element in resolving a customer issue quickly, as well as giving the automotive client valuable information that can help drive process improvement.
“We’ve combined the best features of social with the necessary features of traditional CSI to create a new class of customer feedback,” said David Brondstetter, CEO of SureCritic. “Unlike other providers, we don’t just ask happy customer for reviews. It’s important that our process provides the highest level of transparency for consumers combined with a flexible reporting and analytics platform that helps drive business improvement for OEMs, dealerships and repair shops in a way they are accustom to interacting with their traditional CSI solution.”
Additionally, as part of the platform, the dealership or repair shop has the opportunity to measure their concern resolution effectiveness through an industry-first process called ReScore™. The business’ ReScore index shows, on average, the increase in star rating from the customer after the business attempts to resolve the concern that generated the poor review. Customers are also encouraged to share their reviews on social networks with easy push tools offered on the SureCritic site.
For more information on SureCritic or their Customer Experience Management (CEM) solution, please visithttp://www.surecritic.com.
SureCritic is the industry’s first SocialCSI® solution, offering a Customer Experience Management (CEM) platform that combines the best features of reputation management with the necessary features of CSI. The result is the most accurate and transparent depiction of a customer’s dealership experience online. Using information from the dealership’s point-of-sale system, SureCritic sends customers a review request within 24 hours of their visit. In addition to a transparent and accurate review process, SureCritic offers dealerships and repair centers actionable data through their Low Score Diagnostics test, tools to push reviews out through social media, and the opportunity to measure their concern resolution effectiveness through an industry-first process called ReScore™.