Numa, an AI platform specializing in dealership customer operations, has announced the launch of LiveCSI, a real-time, AI-powered customer satisfaction dashboard designed to fundamentally change how the automotive industry measures performance. The new platform moves beyond traditional, delayed Customer Satisfaction Index (CSI) surveys, giving dealers and OEMs live visibility into customer sentiment while interactions are still happening and intervention is still possible.
The CSI score has long been the primary benchmark for dealership performance. Calculated from surveys often delivered up to 60 days after a customer visit, these scores have functioned as a rear-view mirror, revealing problems long after a customer has already churned. Numa’s LiveCSI aims to replace this lagging indicator with a live, operational tool focused on the three core elements of service: response speed, empathy, and effective problem-solving in the moment.
“CSI tells you what went wrong weeks ago, when it’s already too late,” said Tasso Roumeliotis, Co-Founder and CEO of Numa. “LiveCSI shows what’s happening now – while the customer is still in the dealership or still texting. This is about speed, empathy, and solving problems in the moment. It’s about saving the unhappy customer you can still keep.”
How Does LiveCSI Work?
Numa’s platform already aims to serve as the dealership’s central communication layer for calls, texts, and digital chat, so LiveCSI operates from within every customer interaction as it unfolds. Unlike tools that analyze calls after they end, Numa’s AI captures real-time signals of customer frustration, such as tone escalation or long wait times. This allows managers to see when response times are slipping, detect negative sentiment early, and intervene with context and empathy before a situation deteriorates.
As part of the launch, Numa is making a significant portion of its data public. At csi.numa.com, the company is displaying aggregate, anonymized LiveCSI data from thousands of dealerships. This public dashboard offers a continuously updated, industry-wide view of customer experience trends, including benchmarks broken down by brand. For the first time, anyone in the industry can access a real-time dataset on automotive customer sentiment that is based on live interactions, not delayed survey samples.
How LiveCSI Benefits Dealerships
This new real-time approach offers a powerful tool for OEMs and large dealer groups. Instead of relying on monthly reports and low-response surveys, they can now track sentiment across regions and brands as it is developing. This allows them to benchmark rooftops against peers, identify systemic issues before they impact CSI scores, and gain a leading indicator of dealership health grounded in actual customer behavior.
Roumeliotis, who was involved in the creation of the Net Promoter Score (NPS) during his time at Bain & Company, sees a parallel between the two initiatives.
“NPS helped companies stop obsessing over bloated surveys and start focusing on loyalty,” said Roumeliotis. “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.”
By providing a live look into the customer experience, LiveCSI looks to offer a proactive alternative to a metric that has long been criticized as a measure of past failures rather than a tool for present success. The shift from a historical scorecard to a live operational dashboard has the opportunity to be a significant step toward a more responsive and customer-centric model for automotive retail.
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