Vehicle Service Mystery Shopping

Customer Vehicle Service Mystery Shopping

Customer Vehicle Service Mystery Shopping
is an innovative product for the automotive industry that gives the benefit of utilising a dealership's own customers. It enables retailers to measure the performance of the aftersales and servicing function, by mystery shoppers accompanying real customers and covertly video recording their service experience.

“I’m really grateful we have PiP as a partner in delivering our workshop test activity. Very easy people to work with, and you bring a lot of expertise to us – you are the best at what you do.”

Chris Rutt, Aftersales Support Manager

How does it work?

The process of a customer vehicle service mystery shop...

1. Customer Recruitment

Customers who are due a service on their vehicles are incentivised and invited to take part in the programme. PiP will then match the customer with one of their video mystery shoppers.

2. The Service Experience

The mystery shopper and the customer will meet on the day of the service. The mystery shopper will covertly video-record the entire experience posing as a friend or family member. Options for a ‘while you wait’ or ‘drop off and return’ service visit are available (progress calls are also recorded).

3. Reporting & Customer Feedback

After the visit, a pre-agreed questionnaire is completed and the customer is given the opportunity to provide their genuine feedback and comments on their service experience.

Once the mystery shop assessment is quality-controlled and scored by our team of evaluators at PiP HQ, it is provided to the client online via our reporting platform, ‘Vision’. Vision hosts an extensive range of engaging tools and insights including:

Custom client-branded infinity dashboard

Interactive dashboard tiles and reporting

Drill-down analysis and dynamic reporting suite

Bespoke dashboards based on hierarchy/access level

Self-assessment and action-planning tools

Custom library of resources and support items

Individual evaluation score impact assessments and ‘improvement areas’

And so much more…!

PiP’s in-house CX Lab is an incredibly powerful and valuable service to the organisation and their clients. The CX Lab team analyse and provide detailed bespoke insights into every single element of the customer experience, utilising millions of data points from 800+ annual mystery shopping programmes.

The CX Lab produce an extensive range of value-added insights in multi-media formats including video and audio compilations, benchmark reporting, behavioural analysis, bespoke reports, industry reports, and so much more...

find out more

Training & Coaching

Equip your people for a successful mystery shop programme

PiP provides a range of specially designed engaging and interactive training and coaching workshops (e-Learning, virtual and face-to-face) proven to make real changes in customer-facing and managerial team members that will...

Get your people in a positive mindset and excited about mystery shopping!

Enhance the behaviours of customer-facing staff to provide excellent customer experiences, every time!

Equip your sales staff with confidence-building techniques that will boost sales!

Provide effective coaching techniques for your managers that will make real positive team changes!

Find out more