According to J.D Power –“This on-site mystery shopping program is designed to drive higher close rates and profitability through active measurement of dealership staff and their execution against the ideal new-vehicle sales process. J.D. Power benchmarks and best practices provide dealership and OE management with detailed process level enhancements to improve performance.
The on-site service mystery shopping program is designed to measure dealership staff execution against the ideal vehicle service process and best practices.
J.D. Power increases the effectiveness of the measurement by utilizing actual service customers to serve as mystery shoppers.”
We perform mystery shopping at dealer level to help them analyse their gap areas which needs to improve before J.D Power / OEM’s comment. This activity helps dealers to gain confidence of OEM’s & thereby enhances customer satisfaction.
Our highly experienced and trained mystery shoppers visit your sales or service department posing as prospective buyers or customers, follow your scenario and inspection guidelines and report back in great detail. Industry leaders use these reports for an objective and honest assessment of the skills and service they provide – generating actionable, easy to implement, continuous improvement plans.
This program is usually recommended to happen monthly once.