A recent Consumer Reports survey found that 64% of customers walked out of a store in the past year due to poor service. An American Express Global Customer Service Barometer survey reported that 70% of consumers said they’d spend 13% more with businesses that provide great service. Three out of five customers said they’d switch to a new brand or company if it offered superior service.
These are frightening numbers, especially when selling through an independent dealer channel. Tailored mystery shopping is an excellent tool to assess dealer performance and determine gaps in the customer experience. By inspecting what you expect, you are able to develop strategies and implement programs that improve the customer experience.