DRAIV CCI™ is the Customer Conversation Index™ for Automotive Retail. It gives dealer groups and OEM national call centres a consistent way to measure customer conversations without losing the evidence behind the result.
Every DRAIV CCI™ score opens the conversation that produced it, measure by measure, with the moment that moved it.
Was the customer listened to and treated professionally?
Was the real reason for contact understood?
Were options, timing, costs and next steps clear?
Was a clear and realistic commitment made?
Was responsibility for the next step clear?
Did the agreed action happen?
Was customer intent understood and an owned next step secured?
Were the appointment, arrival arrangements and customer commitment genuinely confirmed?
Were the work, consequence, options and next step explained clearly?
What was the customer told about availability, ETA, alternatives and updates?
Where did treatment, clarity or ownership put the relationship at risk?
Was the original need resolved or simply passed on?
Authorised users can review the call evidence behind material results. DRAIV CCI™ supports management judgement; it does not replace human review or provide legal certification.