Recent studies have shown that the #2 influencer in today’s customer decision to buy is determined by a dealerships internet responses and website usability. Five Star Solutions has an extensive background in evaluating the usability and effectiveness of websites. We have used this ability to develop a unique process for investigating dealership internet inquiry response rate and quality of response. We do this through by using a mystery shop process that includes an in-depth assessment. All departments’ sales, service and parts are mystery shopped and evaluated based on website ease of use, internet response time, product information provided, customer information obtained, dealership information provided, and quality of response.
Dealerships attend a 1 hour webinar debrief on the results. During this session Best Practices are shared and recommendations for improvement are provided. If a dealership does not ”pass” the mystery shop assessment they are given a second mystery shop and results of the second mystery shop are shared during a one-on one telephone call.
This simple three step process has created outstanding results in internet customer interactions and relations with participating dealerships.