RAB Research Archive

Auto dealership mystery shopping indicates which brands rock



A by-brand mystery-shopping study of how well auto dealerships deliver customer satisfaction indicates top scorers had something in common: They helped customers more. “Helpful" is one word that determines how dealerships did,” says Fran O’Hagan, president and CEO of Pied Piper Management, a consultancy that sent secret shoppers to 3,466 dealerships nationwide.

Source: WardsAuto



View or Download: http://www.wardsauto.com/dealers/auto-dealership-mystery-shopping-indicates-which-brands-rock

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