Put your CX in the fast lane with mystery shopping.

Intouch Insight's mystery shopping services are designed to analyze every customer interaction throughout the automotive journey. From the initial call or the showroom visit to post-sales services, our programs deliver actionable insights to enhance your customer experience at every step.

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Designed for multi-location business, Intouch Insight's technology-powered mystery shopping solutions provide brands with unbiased measurement of key metrics like speed of service, accuracy and quality of repairs, staff friendliness, and competitive pricing across all customer touchpoints.

Sales Process

From the moment customers start their online search for a vehicle, the automotive sales process begins. Our Mystery Shopping program evaluates each step of the customer journey. By mapping this experience and assessing every interaction, we help you enhance your customer experience and convert prospective buyers into lifelong customers.

What we typically measure:

Scheduling appointments • Execution of promotions
Test drive experience • Delivery of vehicle
Sales process & paperwork • Pricing transparency
Sales experience

Assess customer service standards →

Mystery shopping audit of automotive sales process

Repair and Maintenance

Transform one-time purchases into recurring revenue. When customers recognize your expertise and trust you with their vehicles, they become loyal patrons who have a profound impact on your bottom line.

What we evaluate:

Accuracy of repair estimates • Quality of experience
Quality of workmanship • Level of communication

Elevate the lifetime value per customer →

Mystery shopping evaluation of automotive repair and maintenance department.

Aftermarket Parts & Accessories

When customers seek cost-effective solutions for repairs and maintenance, aftermarket parts and accessories providers become their go-to choice. However, navigating the many compatible products can be overwhelming. Our programs provide actionable customer insights so you can build a trust-worthy brand.

What we typically measure:

Employee adherence to standards • Return policies
Product warranties • Billing experience
Quality of experience

Be an aftermarket ally →

Assess aftermarket parts and accessories brands with mystery shopping.

Competitive Analysis

Understanding the competitive landscape is critical for your business’s success, and this landscape will change from region to region. Use Intouch’s competitive intelligence mystery shopping services to better understand how your competitors are meeting your potential customers’ needs.

What we evaluate:

Competitive pricing • Quality of service
Promotions offered • Sales process & experience
Service center experience

Keep your prices in check and remain competitive →

Measure you stack up against your competition with mystery shopping.

Navigate the road to exceptional customer experience.

Put us in the driver's seat, and we will ensure that your dashboards are filled with actionable insights, empowering you to improve your customer experience at every step. From dealerships to rental services to parts & service, Intouch Insight’s solutions will help you grow your business by unlocking valuable insights.

Race Ahead

It's a fierce competition out there. Get crystal-clear, actionable insights on how you measure up against your competitors using competitor programs.

Steer Operations With Insights

Location-level performance, departmental scores, and trend data over time all stack up to give you opportunities to level up your CX game.

Fine-tune Training Programs

Improve the ROI of your training programs by understanding employee skill gaps and targeting your training to address those gaps.

Drive Smooth, Always!

No one likes a rough ride. When managing multiple locations, consistency is the key to winning customers' loyalty & turning them into brand ambassadors.

Make Every Pit Stop Count

Customers appreciate the convenience of digital channels but they also value a personal human touch. Make every interaction count.

Get More Mileage

Our CX platform goes beyond basic reporting, enabling issue management through assigned cases that can be monitored until resolution.

Track and optimize every customer touchpoint.

Deliver consistent experiences at every turn.

When buying and servicing vehicles, today’s consumers expect an omni-channel experience. To ensure a seamless customer experience, brands must constantly shift gears and test the performance of every customer touchpoint.

Onsite Visits
Phone Evaluations

As the initial point of contact for prospective buyers, a phone call sets the tone for their entire experience. A mystery shopping program gives you the ability to assess how your staff handles inquiries, provides information, and creates a lasting first impression over the phone.

It can help you identify areas for improvement, optimize customer interactions, and ensure that each prospective buyer receives the highest level of service and attention from the moment they reach out.
Online Interactions

The use of AI and chatbots is blurring the lines between human and automated responses, making it difficult for customers to tell who they are interacting with. Nowadays, customers can buy parts and accessories online and share their purchase experience with just a click, without ever visiting a physical store. Therefore, it is crucial to evaluate this touchpoint to ensure a consistent customer experience.

Ready to accelerate?

Get in touch today! Our team would be happy to help you deliver a frictionless experience.

About us

Intouch Insight is a CX solutions company, specializing in helping multi-location businesses achieve operational excellence so they can exceed customer expectations, strengthen brand reputation and improve financial performance.

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400 March Rd, Kanata, ON K2K 3H4 | 1 800-263-2980