How's Your ESI Score?

No question that customer satisfaction is a primary goal and focus for dealerships (and manufacturers). In a highly-competitive industry where products and prices can be virtually identical, dealerships understand that customer satisfaction may be the only difference between them and their competitors. For this reason, entire programs and initiatives are devoted to monitoring and ensuring customer satisfaction. Manufacturers incentivize dealerships and dealerships incentivize employees to focus on making the customer experience the best it can be. Everyone in this business understands that satisfied customers are a key to success.

But what about employee satisfaction? In a highly-competitive market for quality employees where competitors offer virtually identical compensation and benefits, the work environment is often the main difference between dealerships. The dealership's success depends on its employees at every phase of the operation.