Cavallino Coachworks

What Is CSI, and Why Does It Matter to Us?

A question we get frequently from customers here at Cavallino Coachworks is: How does my insurance company choose which auto body shop to refer me to?

It might seem random, but there is a method to the madness. Your insurance company probably recommended three local shops in the Stockton, CA area, but why those particular shops?

Insurance companies typically partner with auto repair shops who meet certain criteria for quality and safety. These shops must be properly certified, must employ excellent mechanics, must use updated equipment and best practices, and must fully guarantee their service.

And they must achieve the highest scores on customer satisfaction.

The Customer Satisfaction Index (CSI) score of a body shop is generated based on user-feedback surveys provided to actual customers upon delivery of their vehicles. Ever wonder why auto repair facilities solicit survey responses of “completely satisfied”? These responses drive CSI scores.

And the higher the CSI score, the more likely your shop is to get the attention of the so-called Big 10 insurance companies whose referrals account for nearly 95% of automobile body shop business in the United States. 

That’s why, here at Cavallino Coachworks, we work hard to keep the customer informed and engaged throughout the service lifecycle. Frequent communication via phone, text, and email allows us to send and receive repair authorizations quickly and let the customer know their vehicle repair is on track for delivery. Typically, the result is more positive feedback on post-delivery surveys, which helps to boost our CSI and in turn shows insurance providers we are among the highest-quality body shops.

There are plenty of options when choosing a body shop in Stockton, so we are constantly looking for ways to improve the customer experience and ensure business continues to be funneled toward our shop. This means producing work that is consistently of the highest quality and treating our customers how we would want to be treated: with respect and transparency.

It’s a win-win situation!