Italiano
Project Description
A leading company in the Japanese automotive industry wanted to monitor and evaluate client assistance provided by their service retail network.
Evolvere performed Mystery activity repair shops of the brand, through different kind of visits: gearbox oil change, filter change, tire pressure checking, brake pads change, etc. The activity has been completed through real clients accompanied by our shoppers or mystery clients that used their own car.
The aim of the research was to verify the correct after sales approach: customer reception, the taking in charge of the car, the actual work and administration activities.
Our mystery observed the execution of all the steps and then filled a survey. This activity has two main advantages: the company is able to identify the standard application level and, on the other hand, allowed the repair shops to improve their performances on the basis of the research results
