Your CSI score measures who bothered to respond.
Unhappy customers respond, satisfied ones forget. Calling every customer after every RO fixes that.
Hi, if you record your name and reason for calling, I'll see if this person is available.
I'm Lana.
Check in about Joseph's recent service visit.
Please stay on the line.
No problem. I'll hold.
Hello.
Got a quick second?
Yes.
Just checking in on your recent service visit. How did everything go?
Everything went fine, yeah.
You know, I'll give you guys a compliment. I took my Jeep over to the Jeep dealership and they did a terrible job.
So I'm thinking about just servicing my Jeep at Ford here.
Thanks so much for the compliment, Joseph. That's really nice to hear.
People notice those types of things, and I've never had a bad issue there at your place, okay?
Really glad to hear that, Joseph. One small favor if you don't mind.
Ford might send you a survey by email soon. If you felt we did a good job, a five out of five would really help our team.
I will. Thank you.
Have a great day, Joseph.
Joseph was happy before we rang, and was never going to say so.
- Every closed RO gets a call, the day it closes
- Happy customers are pointed at the OEM survey on the call
- Unhappy ones reach a manager before the survey does
Dealers already running ShortLoop on their phones
How the score actually gets made
Three things happen every month, in this order.
One
The visit goes well
Nobody follows up. A job done right earns no credit.
Two
The unhappy one replies
Satisfied customers stay silent. The frustrated one writes a paragraph.
Three
The replies become the score
The OEM averages whoever answered. The rest of your month is invisible.
Every service manager knows a follow-up call gets the survey filled in
It does not happen on every RO because of volume, not because nobody thought of it.
No CSI outbound
60 closed ROsA handful respond, and the annoyed are the motivated ones. This is the score.
With CSI outbound
60 closed ROsEvery RO gets the call. The month finally responds the way it actually went.
What happens with each answer
The call is positive
- Feedback captured in the customer's words.
- Survey link texted while still on the call.
- A thank-you, and the call closes warm.
- Logged against the RO, praise included.
The call is negative
- Detailed feedback noted against the RO.
- Customer told the team will make it right.
- Action items created for the right people.
- Follow-up until the customer is satisfied.
One store’s OEM report
The store turned it on in April
Sixteen months of one store’s OEM survey report. Fifteen of them averaged 79 surveys a month. Then the campaign started calling. This is that store’s first month, not a number we promise every store.
Surveys filled per month
April 2026 was this store’s highest month in the report.
Every number is transcribed from the store’s own OEM report, January 2025 through April 2026. The store is not named on this page; on a call we will name it and walk you through the report itself.
Books into the system the store already runs
Straight answers
Does asking for a good score violate OEM survey rules?
Rules differ by manufacturer, and some prohibit coaching a customer toward a specific number. ShortLoop can ask for the survey without naming a score, or name one. Tell us your OEM and you can hear the exact wording before a call goes out.
What happens when the customer is unhappy?
The call is flagged and routed to whoever you nominate, with the recording, the transcript, and the RO attached, before the OEM survey reaches that customer. That is the case the campaign is really built for.
Do customers know it is an AI?
It introduces itself as calling from your store, and it sounds like the call above. If a customer asks for a person, or the conversation needs one, it hands off.
Will this annoy customers who want to be left alone?
It is one short call after a visit they chose to make, and it ends the moment someone is not interested. Do-not-call and opt-out preferences carry over from your DMS.
Does it work with our DMS and CRM?
Yes. ShortLoop reads RO data out of the systems you already run and writes outcomes back where your advisors work.
Can we run this alongside our other outbound?
Yes. CSI sits alongside recalls, declined service, service-due, reminders, no-shows, and lost-customer reactivation, working off the same lists in your DMS.
Something we did not cover? Ask on the call.
Next step
Is your store getting credit for the work it’s already doing?
Twenty minutes on a live call. Hear this run on your own store’s script, then decide.
CSI is one of several campaigns we run off your DMS, alongside recalls, declined service, and no-shows.