Measuring the customer experience

Mystery Shopper Research: Measuring the customer experience

TNS Sinotrust was the first research agency to set up a Mystery Shopping service to assess the sales and aftersales experiences that dealerships provide.

Today, we conduct more mystery visits to dealerships than any other research agency, and we are recognised as the leading Mystery Shopper agency in the market.

And as China’s auto market has evolved, we have developed additional, innovative audit capabilities to assess the key levers determining dealer performance.

For instance, our Mystery Client approach detects any use of non-genuine parts that can seriously damage the end-customer experience, and ensures sustainability and long-term profitability in parts sourcing. Mystery Second Hand Car Shopper provides visibility of the entire process of second-hand car sales, an increasingly important opportunity for manufacturers as new car sales start to slow and offer reduced profitability.

The certification of dealers and staff offers the best strategy for manufacturers seeking to ensure a constant quality of service whenever drivers deal with their brand. TNS Sinotrust’s decades of activity in dealer development and assessment deliver unparalleled expertise when it comes to the certification process.

We’ll work with you to develop a post grading and rating system for dealer employees, and we’ll conduct regular certification campaigns at dealer level to ensure consistency with standard operating procedures.