referral business, but also make higher gross profits—twice as high asdealers with the lowest scores.
This focus on CSI is especially important at larger dealer groups, which sella multitude of brands of cars. They know that their “own” brand is more
important to customer retention than the kind of car you purchased. If youhad a good experience buying a Chevy from a Sonic Automotive-owned
dealer, when the time comes for a Toyota, they’d like you to come back toone of their stores. But remember: just because they’re nice doesn’t mean (^)
that they’re not making a lot of profit on you. Dealers with higher CSI make more profit on average.