Today's customers are more knowledgeable, demanding, and ready to change, than ever.
In the automotive sector lasting success can be attained only through intensive service orientation. This includes a customer-oriented individual consultation, active trial-run offers, as well as a prompt handling of customer wants.
The highest maxim is long-term customer loyalty extending through model cycles.
MSM Group Mystery Shopping-Analyses measure the implementation of standards in trade business and are the basis for the development of Follow-Up-Measures, in order to continually improve quality. Lasting success can be obtained through our special employee training, for example. Leading international manufacturers have used the MSM Group Mystery Shopping-Programs for many years.
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:
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.
Our expert team compiles your own personal service offer, exactly fitted to your objectives.