Creating a distinct shopping experience that motivates customers to choose your dealership or service center over the competition is critical. Due to the big-ticket nature of the purchases and the potential elapsed time between those purchases, creating customer loyalty and advocacy is essential. Your goal is to motivate customers to repeatedly use your services and to tell their family and friends why they should choose your auto dealership or service center over the competition. BestMark can show you how improving the customer experience will create the differentiation necessary to increase sales and boost referrals.

BestMark Understands the Auto Industry

We expertly service a wide range of auto industry clients, from mid- and large-scale auto dealers to national and local vehicle service shops. Our programs evaluate everything from showroom employee knowledge and selling skills, to the accuracy of quotes for repair and service, to measuring repair quality.

Our existing auto industry clients love the positive impact that our automotive mystery shopping continues to have on employee engagement, service and customer satisfaction. BestMark auto mystery shops offer unparalleled value because we utilize a proprietary behaviors-based survey format that allows our clients to see exactly what went right and what went wrong at the moment of truth when customers come into contact with employees.

Our surveys are tailored to address each client's unique standards. They also transcend the typical Likert scale format. BestMark's customized methodology provides a comprehensive report with extensive story-like narrative that details every aspect of the shopper's visit, from interactions with desk staff and salespeople to the closing or repair estimate processes.

The BestMark Advantage - Automotive Mystery Shopping & Customer Experience Management

We have more than 32 years of experience expertly designing programs that help organizations measure and understand exactly what actions are necessary to improve their customers' experiences. At BestMark, we understand operations, technology and research, and we know what it takes to implement an effective customer experience measurement program for the auto industry:

Examples of Auto-Related Questions We Can Answer:

A BestMark mystery shopping program enables our auto industry clients to:

No matter what your mystery shopping objectives, we will partner with you to develop a program that will provide actionable results using state-of-the-art technologies and proven shop methodologies.

Actionable Insight

Collecting and aligning data only provides value if that information is actually used to improve performance at each location, so it is critical that the data is useful at the operator level. With that in mind, BestMark created GuestLink ™, a proprietary web-based reporting system that allows clients to create, update and track data at all levels within the organization for performance feedback and coaching.

BestMark clients are also able to dynamically create ad hoc reports on the fly and update customized "Action Plans." When managers of customer-facing employees directly access shop, audit, or customer survey results via GuestLink ™, coaching and recognition (as well as solutions selling reinforcement) can occur at the front lines almost immediately.

GuestLink™ Customer Experience Intelligence Features