J.D. Power

Service Automotive Dealership Mystery Shop

Excellence in fixed operations is key to generating profitability in today’s challenging retail marketplace. Is your service staff fully trained to handle service requests that meet and exceed your customers’ needs?

This product contains options. Please read the descriptions and make your selection in the drop-down menu below.

Standard In-Person Service Shops
In-Person Service mystery shops provide deep insights into how the service process is being executed by service staff. Standard in-person service mystery shops are measured against J.D. Power’s KPIs and best practices for mass-market automobile service and include evaluation of:

  • Appointment setting
  • Vehicle Drop-Off
  • Status Update
  • Service Delivery
  • Overall Experience
  • Comprehensive shopper narrative

Premium Model In-Person Service Shops
Premium models and brands demand a premium mystery shop experience, including specially qualified shoppers and tailored evaluations. In addition to the KPIs and best practices above, premium model mystery shops include:

  • Selectively qualified and trained shoppers to your brand
  • Targeted questions aimed at evaluating premium aspects of the service experience

*Our goal is to utilize actual customers of each participating retailer. Therefore, it is important that we receive customer records to execute service shops. The selected customers will be paid to participate.

Please select your quantity below (minimum of 6 required):

Tax included


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