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Chris Denove Ppt
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.
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Chris Denove Ppt
- 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 DealersResponding 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 Dividedinto 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 Dividedinto 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 ShopResults 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 ShopResults 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 ShopResults © 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 ShopResults © 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.