What does great DMS support look like in 2026? We’re sharing the data behind our recent improvements, including an 86% customer satisfaction (CSAT) score—significantly outperforming the SaaS industry benchmark of 78%. Learn how we track call response times, case resolution speed, and dealer feedback to ensure continuous accountability.
Anyone can say their support has improved. We’ve been saying it, and we mean it. But eventually, we have to move past ‘trust us’ and show you the receipts.
So, let’s talk about the data.
Comparing Lightspeed Support Scores to SaaS Industry Benchmarks
Before the numbers mean anything, you need a benchmark. In the SaaS industry, the standard customer satisfaction (CSAT) score sits at 78%. That’s the number software companies are measured against and the floor for what acceptable looks like.
Lightspeed’s current CSAT score is 86%.
That gap matters more than it might appear. CSAT scores don’t climb easily. They’re built through thousands of individual interactions: every call resolved, every case closed, every dealer who hung up the phone feeling like their time was respected. Getting from 78% to 86% isn’t a marketing win. It’s a win for your dealership.
And it doesn’t come from one good month. It reflects consistent performance over time.
Analyzing Our Customer Satisfaction (CSAT) Score
The CSAT score is a summary. Behind it are real responses from real dealers who took the time to share what the experience was actually like.
Here’s what the data shows:
90% of clients said their case was resolved in a timely manner. In an industry where wait times and slow resolutions are among the most common frustrations, nine out of ten dealers walking away satisfied with the pace of their resolution is a meaningful number.
86% of clients reported enjoying using Lightspeed. That one goes beyond support—it speaks to the broader relationship between the product and the people using it. When your DMS is something you actually like working with, that’s a good day at the dealership.
80% of clients reported enjoying the overall Lightspeed experience. Consistently, across hundreds of interactions, that’s a trend we love to see..
These aren’t cherry-picked survey responses from a single good week. As of February 2026, these scores reflect 156 survey responses captured through post-case follow-up, which is a consistent, ongoing process built into how the support team operates.
Speed Is Its Own Form of Respect
Dealers are busy. Every minute spent waiting on hold or chasing a resolution is a minute not spent helping a customer, moving inventory, or running their business.
The Customer Support team takes that seriously, and it shows in how quickly they move.
93% of calls are answered in under two minutes. Average wait time currently runs under two and a half minutes. For context, many support operations build their models around acceptable hold times measured in ten, fifteen, or twenty-plus minutes. Under two and a half minutes isn’t just fast. It’s a signal that we’ve actually built the team to respect your time, structured it right, and are paying attention to what actually costs dealers time.
89% of cases are closed within 24 hours, compared to an industry standard of 72 hours. That difference is three times the speed. It’s the result of the tiered system, the skill-based routing, and agents who know the product well enough to resolve issues without unnecessary back-and-forth.
Tex Orozco, who leads the support team, puts it plainly: “There’s nothing more damaging than waste. When someone has to wait around, that’s waste. Everything we do is designed to minimize it.”
The Feedback Loop That Makes It Better
Here’s something most dealers don’t see what happens after a survey response comes in.
The support team doesn’t just collect satisfaction data. They act on it. Including the negative responses. When a dealer flags an issue with a case, a QA team reviews the call, identifies where things went wrong, and routes targeted training back to the agent involved. Leaders follow up directly with dealers who had poor experiences.
“We don’t just track the good,” Tex says. “We take the challenges and criticisms to heart and figure out what needs to change.”
That feedback discipline is part of why the scores stay high. It’s not that every call is perfect; it’s that imperfect calls become learning opportunities rather than ignored data points.
An Honest Note
No support team is flawless, and we’re no exception. The data points to a few areas that still present challenges: product issues outside the support team’s direct control, and occasional cases where resolution falls short of what a dealer needed. The team tracks these not to paper over them, but because visibility is the first step toward fixing them.
The 86% CSAT score means that 14% of experiences didn’t meet the mark. That number matters too, and it’s exactly why the QA process exists and why continuous improvement isn’t just a phrase here.
What’s different now versus a few years ago isn’t perfection. It’s accountability.
What This Means for Your Dealership
Numbers like these translate directly into time saved and frustration avoided. When 90% of cases close the same day they’re opened, you’re not waiting around. When calls are answered in under two and a half minutes, you’re not on hold when you should be on the floor.
And when a support team tracks every interaction, good and bad, and uses that data to get better, you’re working with an organization that’s genuinely invested in your success, not just your renewal.
That’s what the transformation we’ve been writing about this series actually looks like in practice. Not as a story, but as a number.
Questions about your Lightspeed system? The team is ready. Contact Support— real people, real answers, fast.
Lightspeed
Lightspeed is a leading provider of cloud-based software for dealerships and Original Equipment Manufacturers (“OEMs”), serving the Powersport, Marine, RV, Trailer, Outdoor Power Equipment, and Golf Car industries. Lightspeed’s Dealer Management Solution (DMS) enables dealerships to optimize their end-to-end business operations, including sales, parts, service, rental, accounting, and CRM. When implemented into their daily operations, Lightspeed helps dealers increase their profitability by selling more units, service, and parts, all while creating a more streamlined experience for customers. For more than 40 years, Lightspeed has been empowering 4,500+ dealers across North America with the tools and technology they need to manage their dealerships. For more information, visit www.lightspeeddms.com.
