ABOUT THE CLIENT
Client is a leading 3-wheeler manufacturer.
Geography: India
APPROACH
Qualitative
Mystery shopping visits, observation, photography
Sample Size - 30 mystery audit visits (2 per dealership × 15 dealerships)
PROBLEM STATEMENT
Unknown dealer performance gaps in customer experience.
No data on purchase journey pain points.
Inconsistent service quality across dealerships.
Lack of real customer perspective in evaluations.
OUR SOLUTIONS
Qualitative mystery audits at 15 dealerships.
2 audits per dealership (one for Passenger vehicle, one for Commercial vehicle).
Shoppers posed as prospective customers.
Parameters pre-decided.
Photographs and observations captured.
Deliverables: Dealer performance audit report, top-performing vs. weak dealership analysis, critical touchpoint improvement roadmap.
KEY TAKEAWAYS
Top-performing vs. weak dealerships identified.
Critical touchpoints needing improvement revealed.
Real customer perspective captured through covert shopping methodology.
Photographs and observations provided evidence of finer nuances and real-life experiences.
OUTCOME
Dealer training program informed by audit findings.
Standardised service protocols for key touchpoints.
Foundation for reward system for high-performing dealers.
Impact: 30 mystery visits across 15 dealerships; passenger and commercial vehicle coverage.
