Mystery Shop Results Show Dealers Respond Better In-Person
•
0 likes•356 views
The document summarizes the results of an internet and in-person mystery shopping study conducted by J.D. Power and Associates in 2008. It found that dealers responded to only 68% of email inquiries, with an average response time of 12.4 hours. Inventory availability inquiries received the fastest responses. In person, 72% of dealers collected customer contact information but only 28% followed up within 72 hours.
Recommended
Recommended
More Related Content
More from Kelly Automotive
More from Kelly Automotive (20)
Recently uploaded
Recently uploaded (20)
Mystery Shop Results Show Dealers Respond Better In-Person
- 1. 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.
- 2. 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.
- 3. 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.
- 4. 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.
- 5. 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.
- 6. 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.
- 7. 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.
- 8. 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.
- 9. 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.