Driving the news: Dealership AI platform Numa has announced the launch of LiveCSI, a dashboard that flags unhappy customers during their dealership visit or text conversation, giving managers a chance to step in before CSI scores tank or bad reviews get posted.
Why it matters: Traditional CSI surveys arrive 30 to 60 days after a customer’s actual visit. By then, any damage has likely been done, and could impact OEM-led incentives and allocations.
How it works: LiveCSI calls, texts, and chats as they happen, flagging issues like slow response times, frustrated tone, or unresolved problems. Managers can then see the alerts and intervene while the customer is still engaged.
What they’re saying: “Net Promoter Scores helped companies stop obsessing over bloated surveys and start focusing on loyalty,” Tasso Roumeliotis, co-founder and CEO of Numa said. “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.”
Worth noting: Numa is making aggregate LiveCSI data public at csi.numa.com, showing real-time sentiment trends across thousands of dealerships broken down by brand and region. OEMs and dealer groups can use it to benchmark stores against peers and spot systemic issues before they show up in monthly survey reports.
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