Service Performance
Last refreshed Sep 29, 2026, 2:42 PM ET
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ASSI · Service Index
90.9National · MTD · vs Sep 20250.4
Dealer—
District—
Region—
National90.9
RankDistrict —Region —National —
Service Performance Trend
ASSI by month · last 13 months vs the same months a year earlier
Sep 2025 – Sep 2026 Same months a year earlier (Sep 2024 – Sep 2025) National BP target
KPI Execution Rate
% of service experiences where…
All 5 KPIs met49.3%
Any 4 KPIs met76.4%
Any 3 KPIs met90.4%
Any 2 KPIs met96.6%
National
Alert Metrics
| Created | Alert type | Dealer | Status |
|---|---|---|---|
| Sep 28 | NPS ≤ 6 | Applewood Kia | New |
| Sep 24 | NPS ≤ 6 | Bank Street Kia | Overdue |
| Sep 21 | Fixed Right First Time = No | Kia Repentigny | Escalated |
Service KPIs
Green at or above target, red below (SRS 7.9)
| Description | Completed | KPI met | KPI not met | Gap to target | Target |
|---|---|---|---|---|---|
| Vehicle settings returned the same | 12,106 | 88.5 | 11.5% | -1.5 | 90% |
| Vehicle ready when promised | 13,414 | 83.8 | 16.2% | -6.2 | 90% |
| Took no more than 2 hours for vehicle to be ready | 6,729 | 83.4 | 16.6% | +8.4 | 75% |
| Service advisor completely focused on customer needs | 13,414 | 94.0 | 6.0% | -1.0 | 95% |
| Performed a walk-around of your vehicle | 13,414 | 81.4 | 18.6% | +6.4 | 75% |
| Contacted after service | 12,294 | 79.2 | 20.8% | +4.2 | 75% |
Program Health
Last 6 months
| Description | May | Jun | Jul | Aug | Sep | Oct |
|---|---|---|---|---|---|---|
| Records Received | 162,041 | 162,842 | 148,553 | 132,459 | 129,537 | 89,255 |
| Business Rule Exclusion | 10,548 | 10,752 | 12,326 | 13,638 | 14,553 | 9,978 |
| Eligible Sample | 151,493 | 152,090 | 136,227 | 118,821 | 114,984 | 79,277 |
| Invalid Email | 18,184 | 17,361 | 15,522 | 13,395 | 12,814 | 8,807 |
| Missing Email | 21,267 | 20,273 | 18,978 | 17,793 | 17,260 | 11,595 |
| Invitations Sent | 112,042 | 114,456 | 101,727 | 87,633 | 84,910 | 58,875 |
| Invitations Bounced | 12,236 | 12,217 | 10,998 | 9,527 | 9,055 | 6,109 |
| Successfully Delivered | 99,806 | 102,239 | 90,729 | 78,106 | 75,855 | 52,766 |
| Invitations Started | 33,181 | 32,304 | 26,903 | 22,992 | 22,689 | 15,646 |
| Invitations Abandoned | 5,612 | 5,463 | 4,789 | 4,284 | 4,292 | 2,950 |
| Email Capture Rate | 65.9% | 67.2% | 66.6% | 65.7% | 66.0% | 66.6% |
Impact Rank
| Region | Score | Surveys | Impact | Rank |
|---|---|---|---|---|
| National | 90.9 | 13,414 | — | — |
| WESTERN | 91.3 | 3,929 | 1,572 | 1 |
| ATLANTIC | 91.0 | 1,185 | 119 | 2 |
| EASTERN | 90.9 | 4,438 | 0 | 3 |
| CENTRAL | 90.5 | 3,862 | -1,545 | 4 |
Note: Impact = (Regional score − National score) × Survey count
Service Metrics Performance
National vs regions
| Description | National | WESTERN | ATLANTIC | CENTRAL | EASTERN |
|---|---|---|---|---|---|
| Completed Surveys | 13,414 | 3,929 | 1,185 | 3,862 | 4,438 |
| Index and measure scores | |||||
| ASSI (Service Index) | 90.3 | 90.1 | 90.6 | 90.2 | 90.0 |
| NPS | 72 | 73 | 71 | 75 | 75 |
| Service Initiation Index | 88.8 | 90.8 | 90.1 | 92.0 | 92.2 |
| Service Advisor Index | 89.7 | 92.7 | 88.6 | 91.4 | 89.7 |
| Service Facility Index | 89.7 | 89.2 | 89.8 | 92.4 | 92.8 |
| Vehicle Pick-Up Index | 92.3 | 90.2 | 92.3 | 90.0 | 90.2 |
| Service Quality Index | 89.6 | 89.6 | 89.8 | 92.8 | 92.2 |
| ASSI key performance indicators | |||||
| Vehicle settings returned the same | 95.9% | 94.0% | 78.1% | 83.5% | 91.4% |
| Vehicle ready when promised | 83.9% | 92.5% | 81.7% | 86.1% | 83.5% |
| Took no more than 2 hours for vehicle to be ready | 86.6% | 82.4% | 82.9% | 93.2% | 79.5% |
| Service advisor completely focused on customer needs | 86.8% | 97.0% | 87.9% | 90.3% | 91.3% |
Recent Comments
Most recent 30 · dot = sentiment (SRS 10.3)
| Region | District | Dealer Code | Service Advisor | Survey ID | Survey Score | NPS | Alert Type | Customer Verbatim | Customer | Translate |
|---|---|---|---|---|---|---|---|---|---|---|
| EASTERN | E1 | 62122 | Employee 20 | 297945 | 79.5 | 1 | Fixed Right First Time = No | Very disappointed. The finance manager… | A. Nguyen | |
| WESTERN | W1 | 31006 | Employee 21 | 298058 | 100.0 | 10 | – | Great sales associate. We appreciate… | M. Tremblay | |
| WESTERN | W4 | 12045 | Employee 22 | 298171 | 91.8 | 10 | – | We don’t know very much about your car l… | R. Singh | |
| EASTERN | E5 | 61153 | Employee 23 | 298284 | 98.9 | 10 | – | Le personnel a été très compréhensif et à… | L. Martin | |
| CENTRAL | C1 | 51080 | Employee 24 | 298397 | 100.0 | 10 | – | N/A | J. Roy | |
| ATLANTIC | A1 | 72054 | Employee 25 | 298510 | 52.1 | 0 | NPS ≤ 6 | Je me questionne si c’est un problème de c… | K. Lee |
Kia (CX) · Wireframe · Service Performance · Sample data