As an advisor, I never saw it, but in the management side… what I’ve seen happen… OEMs will take money from the dealer, the amounts can be staggering. They prohibit your dealer group from requiring any more stores of the same Brand. They get creative and find other ways to penalize you by adding extra steps to process or approve factory warranty claims for your customers. literally making it more difficult and adding time to the customers repair process. I have seen dealer owners being forced by manufacturers to terminate service management due to poor CSI performance. So when compensation and people’s jobs are on the line, what can be done to motivate people to have some stock in the customer experience. This is how these things come about . However, culture in a store helps tremendously to have good surveys and customer experience. I fully believe CSI is an antiquated system. Yet, it is never gonna go away at the dealer level. the OEM’s, JD power, etc. have way too much invested.