Optimize service quality and increase customer satisfaction

How does the customer experience your car dealership?

We can tell you! Our mystery shoppers, who are specially trained for the automotive industry, check all relevant touchpoints along the customer journey and provide detailed impressions from the customer's point of view. We use various forms of mystery shopping such as mystery calls and mystery mails as well as on-site test visits. In the context of car dealership checks, it is possible to carry out various test scenarios: in addition to the classic mystery checks from the area of new car sales, these also include after-sales scenarios such as the repair and maintenance of the car, an oil change or seasonal check. After-sales checks are used, for example, to verify whether your workshop team recognizes technical faults in the vehicle and rectifies them in accordance with your defined service promise. Through years of experience in the automotive sector, the MSM Group has been covering complex workshop projects for many years. Following the mystery checks, our MSM specialists derive optimization potentials individually tailored to your regional, national or international dealer network based on the findings.

Methods for increasing customer satisfaction: As a leading mystery shopping provider in the automotive sector, we focus specifically on the goals and wishes of our clients. The following mystery check process has proven its worth, which we adapt according to your specifications:

1. Our test customers are specially selected to check your dealer networks with car dealerships and workshops and are intensively trained before the check is carried out.
2. Check execution: The test takes place in the car dealerships or workshops defined by you.
3. The test customer evaluates the mystery check according to criteria previously defined by you.
4. The results are evaluated and training measures are derived from them.
5. Our trainers, who specialize in the automotive sector, train your sales and service personnel.
6. Together with you, we develop a concept for rolling out what has been achieved across the entire company.
7. We accompany you throughout the entire rollout process.
8. To ensure that the quality improvement is achieved and maintained across the board, we conduct test checks again on a random basis.
9. At increasingly longer intervals, we check compliance with the service optimization that has been developed.

Why choose the MSM Group?

The MSM Group has been a provider of innovative mystery shopping solutions since 1990. In the meantime we have become the European market leader - especially in the automotive sector. Our processes are optimized in all areas from project setup to the provision of results. As an innovation-driven mystery shopping agency, we recognize new developments and trends at an early stage, which also arise in the automotive sector in the course of digitalization. This primarily concerns the design of the showroom with integration of new technologies such as virtual reality and customer apps. But also the merging of information procurement online and the experience factor offline in omni-channel management.

Due to its global orientation and connections in over 120 countries, MSM is the number one contact for mystery shopping projects, especially for international projects of automotive companies. The mystery checks are conducted by professional mystery shoppers who have profound experience in the automotive sector and have been specially trained by our MSM industry experts. Our team of consultants, market researchers, sales specialists and trainers will help you to create the optimal success plan for you and to sustainably optimize service quality and customer satisfaction.

Mystery Shopping - Automotive | Your benefits at a glance

• Optimize your entire customer journey quickly and sustainably
• Roll out your service standards across your entire dealer network
• Increase quality across the board
• Use your employees as brand ambassadors
• Gain competitive advantage through benchmark checks
• Create wow effects - achieve long-term customer loyalty

Mystery Shopping - Automotive | Application forms at a glance

• Physical test purchases with and without feedback discussion
• Mystery calls / mails
• Lead Mystery Shopping
• E-Mobility Checks
• After-sales checks
• Transaction price checks
• Benchmarking
• Online Mystery Checks