Car Dealership Guy Podcast

‘The CSI Illusion’ : The Death of the Survey and Why Speed is the Real Driver of Dealer Profit | Pre-NADA AI Spotlight #1

Jan 3, 2026
Guest
Derek Simonds
Guest
Bill Camastro
Bill Camastro, operator of Gold Coast Cadillac, champions transparency and real-time customer resolution. Derek Simonds, Executive VP at Numa, leads AI-driven communication tools for dealerships. They dive into the broken CSI metrics, arguing speed and proactive handling of heat cases are vital for customer satisfaction. AI's role in enhancing employee responsiveness is emphasized, with Bill sharing success stories of turning disgruntled customers into loyal advocates. Their insights suggest that adapting to AI and prioritizing speed can significantly boost dealer retention and profitability.
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ADVICE

Owner Contact As A Safety Valve

  • Give customers a direct escalation path by putting the owner’s contact on every customer touchpoint.
  • Reward employees for following the process so problems surface early and can be fixed.
INSIGHT

Why CSI Misleads Dealers

  • CSI has become a manipulable, lagging metric that can distract dealers from true satisfaction.
  • Real customer satisfaction requires front-line focus on delivering value, not chasing index points.
ADVICE

Alert Leaders To Heat Cases Instantly

  • Use AI to detect heat cases by analyzing calls, texts, CRM and DMS data in real time.
  • Push instant alerts to leaders so they can act before issues escalate.
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