MotorVise launches mystery shopping service

MotorVise has launched its own mystery shopping service to help improve standards across car dealerships.

The company says its mystery tool can accurately measure the quality of customer service provided by dealerships and enables managers to understand how their sales teams operate.

The tool can gather data on a product or service to identify training gaps within the workforce, says MotorVise.

The launch follows as research by the Competitor and Markets Authority revealed that in 2018, in the UK, around 33% of customers experienced a problem with customer service in comparison to an average of 22% in the EU – with transport being identified as one of the worst sectors.

Marshall has pledged a £10,000 donation to automotive charity, Ben as part of a ‘Xmas Do-nation’ charity campaign launched by MotorVise to plug the charity’s £1m 2020 funding shortfall.

Fraser Brown, founder and managing director of MotorVise, said: “Whilst the standards of customer service in car dealerships is generally good, it’s important to ensure that all staff – from the showroom to the parts department – have the right knowledge and expertise.

“It’s not too many years ago that the motor trade had a very unflattering image, especially when it came to sales. Fortunately, that has been replaced with a highly professional approach which clients appreciate.

“However, dealerships cannot afford to rest on their laurels and simply assume all their employees are performing as they should. They must constantly review and update their systems and identify training requirements if they are to succeed in increasing both customer engagement and sales.”

MotorVise recently appointed former Sytner and SG Petch dealer principal and Mercedes market area director for Rybrook, Nick Coyle, as its new sales director.

The MotorVise mystery shopping service offers in-person or telephone formats and dealerships can select their own bespoke criteria.

It provides a customised dashboard and tools to review results and analyse data followed by a consultation to discuss the results and implications.

Brown said: “Mystery shopping highlights what’s really going on when a manager isn’t within earshot and allows dealerships to truly understand how effective their customer-facing processes are.”