Mystery Shopping Audits

In a complex and demanding consumer environment, the level and quality of service that consumers expect has increased. Our Automobile Mystery Shopping Audits measure and improve the quality of the service delivered to customers. Our service covers core points within the service life-cycle that the customer experiences and highlights critical points in the management of their sales:

• Customer service
• Selling intention
• Facility image
• Collection control
• Campaigns, promotions, etc.

Our specialised mystery shopper auditors conduct anonymous and unannounced visits, evaluating all aspects of service based on a pre-established criteria. Each mystery check results in a detailed report highlighting qualitative and quantitative data findings. All this information allows our customers to identify both their strong and weak points with regard to service and lets them embark on a path of continuous improvement to increase customer satisfaction.

Mystery shopping audits complement traditional second party audits on general quality requirements. Mystery shopping audits are focused on the aspects of service that an average customer notices. For example, how much time was spent waiting before being served; the courtesy shown by the sales people; if they were well dressed; and if they wore an identification badge among other criteria.

To be effective, these audits must be performed regularly. We can conduct these audits for our customers as well as their competitors in order to thoroughly understand the competitive landscape.

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