We assess your service provision from the customer's perspective, from order intake to vehicle delivery, whether it is a new car or one undergoing maintenance. The after-sales audit is a measurement tool that allows you to easily assess the operations of a car company on several key points.
An aftersales mystery shop audit conducted by Bureau Via in a workshop or reception involves a mystery shopper posing as a regular customer to evaluate the quality of post-sales services. This might involve scheduling maintenance or a repair. The mystery shopper assesses the reception process, such as friendliness, the communication process, and how complaints or questions are handled. In the workshop, they evaluate service quality, transparency about work and costs, and the vehicle’s handover. The goal is to gain insights into the customer experience and identify areas for improvement.
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