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Numa Revolutionizes Customer Satisfaction with LiveCSI

In a groundbreaking move for the automotive industry, Numa, a prominent AI platform specializing in dealership customer operations, has launched LiveCSI. This initiative aims to transform the way automotive dealerships measure customer satisfaction by providing real-time insights rather than relying on outdated survey methods.

Traditionally, customer satisfaction indices (CSI) have served as the automotive industry's main metric. However, these surveys typically arrive weeks after a customer's visit, rendering them ineffective for immediate action. Numa's LiveCSI addresses this critical looph by delivering real-time feedback, enabling dealerships to respond promptly to customer sentiments as they occur. This shift emphasizes not only speed but also empathy and problem-solving in customer interactions, all of which are pivotal for maintaining customer loyalty.

The Flaws of Traditional CSI
For decades, the CSI has been standard for evaluating dealership performance. Unfortunately, it often operates as a rearview mirror, indicating customer dissatisfaction only after the damage is done—after reviews are posted and customers have churned. Tasso Roumeliotis, Co-Founder and CEO of Numa, offers a candid view of the problem: "CSI tells you what went wrong weeks ago, when it's already too late. LiveCSI shows what's happening now—while the customer is still in the dealership or still texting."

The core elements of exceptional customer service—speed, empathy, and effective problem solving—have historically been absent from these lagging measures. LiveCSI aims to change that by operationalizing real-time feedback that bridges the gap between how customers feel and the actions dealerships can take at that moment.

The Features of LiveCSI
Numa offers aggregate, anonymized data from thousands of dealerships on a publicly accessible platform at csi.numa.com. For the first time, industry professionals can view live customer experience trends updated continuously throughout the day, enabling them to be proactive rather than reactive.

Key features of the LiveCSI platform include:

• - Live industry-wide CSI benchmarks: These benchmarks allow dealerships to compare their customer satisfaction real-time against peers.
• - OEM-level views: Companies can track how customer experience is trending by brand.
• - Comparative insights: These insights reveal when customer sentiment fluctuates, allowing for quick action to enhance customer experiences.

LiveCSI is not solely a dealer tool; it provides OEMs and dealer groups with a novel framework for evaluating dealership performance without the delays associated with traditional reports or reliance on incomplete survey data. This system allows organizations to benchmark performance, track sentiment trends, and identify systemic issues before they adversely affect CSI scores or operational benchmarks.

As part of its communication strategy, Numa integrates LiveCSI into every customer interaction, capturing real-time signals rather than conducting post-interaction analyses. This capability enables managers to identify response delays, detect customer frustration, and intervene promptly with empathy and context.

Roumeliotis noted, "NPS helped companies stop obsessing over bloated surveys and start focusing on loyalty. LiveCSI applies that same thinking to automotive—but in real time. It turns CSI from a lagging score into an operational signal built on the fundamentals of great service."

Availability of LiveCSI
Numa's dealer-level version of LiveCSI will be showcased at the upcoming NADA conference, located at Booth #3401W. Additionally, industry-wide benchmarks are available now for dealerships committed to improving their customer satisfaction.

About Numa
Numa has established itself as a leading AI platform that enables elite dealerships to enhance customer operations. With the mission of achieving a 300% increase in profitability by 2027, Numa consolidates customer conversations across various formats and uses AI agents to manage these interactions in real-time while ensuring human oversight where necessary. Trusted by over 1,200 dealerships across the U.S. and Canada, Numa operates out of Silicon Valley and has secured significant funding from high-profile investors. Notably, it has been recognized by Inc. 5000 as one of the fastest-growing companies in the dealership software sector.

To learn more, visit www.numa.com.