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Chris Denove Ppt Chris Denove Ppt Presentation Transcript

  • Internet Mystery Shop Results presented by Chris Denove Vice President J.D. Power and Associates © 2008 J.D. Power and Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.
  • Percent of Dealers Responding to E-mail Inquiries Dealerships No Yes responded to only 32% 68% 2/3’s of all e-mail requests © 2008 J.D. Power and Associates, Source: 2008 JD Power and Associates’ Mystery Shopping (average of two non-luxury franchises) 2 The McGraw-Hill Companies, Inc. All Rights Reserved. *e-mail requests not responded to within 72 hours deemed as no response.
  • Average Response Time (based to those responding) 68% 12.4 hours © 2008 J.D. Power and Associates, Source: 2008 JD Power and Associates’ Mystery Shopping (average of two non-luxury franchises) 3 The McGraw-Hill Companies, Inc. All Rights Reserved. *e-mail requests not responded to within 72 hours deemed as no response.
  • Internet Requests Divided into Three Types • Request for a price • Inventory/availability inquiry • Product information question © 2008 J.D. Power and Associates, 4 The McGraw-Hill Companies, Inc. All Rights Reserved.
  • Internet Requests Divided into Three Types • Request for a price • Inventory/availability inquiry • Product information question Which question was answered fastest? © 2008 J.D. Power and Associates, 5 The McGraw-Hill Companies, Inc. All Rights Reserved.
  • In-Person Mystery Shop Results 100% 90% 80% 70% 60% 50% ? ? 40% 30% 20% 10% 0% Collect any Customer Follow-up with Customer Contact Info in 72 Hours © 2008 J.D. Power and Associates, 6 The McGraw-Hill Companies, Inc. Source: 2008 JD Power and Associates’ Mystery Shopping (average of two non-luxury franchises) All Rights Reserved.
  • In-Person Mystery Shop Results 100% 90% 80% 72% 70% 60% 50% 40% 30% 20% 10% 0% Collect any Customer Follow-up with Customer Contact Info in 72 Hours © 2008 J.D. Power and Associates, 7 The McGraw-Hill Companies, Inc. Source: 2008 JD Power and Associates’ Mystery Shopping (average of two non-luxury franchises) All Rights Reserved.
  • In-Person Mystery Shop Results © 2008 J.D. Power and Associates, 8 The McGraw-Hill Companies, Inc. Source: 2008 JD Power and Associates’ Mystery Shopping (average of two non-luxury franchises) All Rights Reserved.
  • In-Person Mystery Shop Results © 2008 J.D. Power and Associates, 9 The McGraw-Hill Companies, Inc. Source: 2008 JD Power and Associates’ Mystery Shopping (average of two non-luxury franchises) All Rights Reserved.