Client context:
The client is the Spanish subsidiary of a leading multinational manufacturer of industrial and light commercial vehicles. Operating within a highly competitive and regulated mobility sector, the organization manages a nationwide dealer network and serves logistics operators, fleet owners, SMEs, and public sector clients.
Its portfolio includes light commercial vehicles, medium- and heavy-duty trucks, and specialized transport solutions.
Problem Statement:
The client lacked visibility into operational practices, commercial offerings, and service levels across its dealer network and competing brands.
This gap hindered understanding of customer experience, pricing strategies, and market positioning. Without systematic insights, the client faced risks such as missed sales opportunities, inconsistent service standards, and ineffective benchmarking against competitors.
Our Intervention:
To address these challenges, a comprehensive mystery shopping program was implemented across the client’s dealer network and key competitors. The program included:
- Structured field visits by experienced mystery shoppers.
- Standardized evaluation frameworks to capture operational practices, commercial offers, and customer experience metrics.
- Advanced data collection tools and analytical dashboards for consistent reporting and actionable insights.
- Real-time feedback mechanisms, cross-network benchmarking, and trend analysis to identify gaps and best practices.
Close collaboration with the client ensured alignment on objectives, KPIs, and priority areas.
Outcome:
The initiative delivered measurable improvements:
- Standardized service practices across the dealer network.
- Optimized pricing and commercial strategies.
- Strengthened competitive positioning in the market.
- Established a repeatable framework for ongoing performance monitoring.
These results enabled the client to enhance customer experience, maintain market leadership, and drive operational excellence through continuous benchmarking and improvement.
