MX Customer Service Index – Long Term (CSI-LT) CLUB Study
Benchmarking the Experience That Keeps Customers Coming Back
The MX Customer Service Index Long-Term (CSI-LT) CLUB Study measures satisfaction with dealership and aftermarket service visits for vehicles four to 12 years old—across both warranty and customer-pay work. CSI-LT delivers one of the industry’s most complete views of aftersales performance for this critically valuable set of customers.
A Complete View of the Service Experience
Evaluates satisfaction across five core dimensions:
• Service initiation
• Service advisor
• Facility
• Vehicle pick-up
• Quality of work
Tracks:
• Service Retention
How the Customer Service Index (CSI-LT) Study Works
• Integrates voice-of-customer surveys across thousands of service occasions
• Measures satisfaction drivers across the entire service visit, spanning initiation to vehicle pick-up
• Provides competitive benchmarking and and critical market share and market size data
Stronger Service Insights, Better Retention
• Identifies specific drivers of satisfaction and loyalty in service
• Highlights operational best practices and training needs
• Connects key attributes (e.g. “Fixed Right the First Time”) to overall satisfaction
• Provides clear differentiation for brands that excel in service
• Produces dealership and aftermarket brand rankings annual full-study publish
Increase Retention, Improve Profitability
• Increases service retention and repeat visits
• Boosts dealership and aftermarket facility profitability through improved loyalty
• Enhances trust and long-term service selection
• Creates competitive differentiation for high-performing networks
Key Dates
2027
Fielding: Oct 2026 – Jan 2027
Publish: Feb 25, 2027
Designed for Aftersales and Retail Excellence Teams
• OEM and aftermarket brand leadership
• Dealer / aftermarket brand training organizations
• Marketing departments (awards)
• Customer retention and loyalty teams
Insights Available at a Touch of a Button
Subscribers have full access to benchmark reporting, competitor analysis, and more, all at the touch of a button.
