ABOUT THE CLIENT
The Client is one of the leading 3-Wheeler manufacturer
APPROACH
Qualitative In-Depth Interviews & Focus Groups
Sample size- 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
Dealer training program based on audit findings.
Standardized service protocols for key touchpoints.
Real-time feedback system for continuous monitoring.
Reward system for high-performing dealers.
KEY TAKEAWAYS
Two mystery audits were conducted in each dealership … one for Passenger vehicle & one for Commercial vehicle
Shoppers posed as prospective customers & ranked each dealer on various pre-decided parameters
Photographs & observations were crucial to understand finer nuances & real-life experiences faced by customers
OUTCOME
Identified top-performing vs. weak dealerships.
Revealed critical touchpoints needing improvement.