THE BRIEF
To ensure that customers are satisfied with their shopping and servicing experience, as well as to enhance customers’ experience at showroom and service centers.
To make sure dealers are following the SOP guidelines, and that salesperson and showroom facilities are up to client’s pre-set standard.
OUR APPROACH
A Mystery Shopping was conducted where shoppers are required to evaluate the salesperson and showroom facilities on various pre-decided parameters (e.g., salesperson explanation, showroom cleanliness, etc.). At the same time to check if all the dealers are following the SOP guideline given by client.
THE OUTPUT
Client is able to have a better understanding on the performance of all their dealers outlets or branches across Malaysia. Through the quarterly report and photos captured by shoppers, it helps client to make necessary adjustments and improvement plans on each outlet or branch.
