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A premium vehicle manufacturer needed to evaluate the consistency of their service and brand experience within dealerships around the globe.
It was vital to evaluate the service across Europe through Mystery Shops being conducted in local language, however the questionnaire needed to be completed in English.
Understanding the requirements of the client, aura created a questionnaire which would best evaluate the service, whilst being a transferable survey for various locations and cultures. Each Mystery Shop also included an evaluation of the online ‘request for test drive’ process, visit of the dealership and a test drive.
Using aura’s licensed web portal, the client was able to track the shop reports and scores in order to evaluate trends across their dealers, zones and regions with each overall score being broken down by section. Using the analysis facility on the portal they were able to obtain all reports and graphs based upon their individual requirements and identify their under performing dealers in order pin-point areas of weakness and improvement. Where privacy laws allowed, Mystery Shops were also filmed and uploaded to the portal in order for the client to review in addition to their report.