WHERE WE OPERATE

We work with 20+ automotive manufacturers auditing in over 3,500 dealerships.  We measure compliance against brand, franchise and operating standards across sales, aftersales and approved used vehicles.  Our rigorous auditing process ensures that dealerships meet the required standards, allowing manufacturers to maintain consistency and quality across their networks.

We also conduct mystery shopping in over 2,500 dealerships and over digital channels on behalf of Original Equipment Manufacturers (OEMs) and Dealer Groups. This comprehensive approach allows us to gain valuable insights into customer experiences and identify areas for improvement in both in-person and online interactions. By simulating real customer journeys, we provide actionable feedback that helps enhance service delivery and customer satisfaction.

Our global automotive programs are designed to drive consistency of customer experience and compliance across multiple markets on behalf of OEM’s. These programs are managed centrally by our team of experts and delivered locally by our businesses in the markets. This structure provides our clients with a single point of contact who oversees the overall delivery and development of their program, ensuring alignment with their objectives. Meanwhile, our local teams leverage their market knowledge and expertise to execute operational delivery, allowing us to tailor our services to the specific needs and dynamics of each market. This dual approach ensures that our clients benefit from a consistent experience while still addressing local nuances and customer preferences.

With deep roots in the retail sector, our experience spans a wide array of categories, including grocery, convenience stores, petrol forecourts, consumer electronics, DIY,  pets and toys. This diverse background equips us with a wealth of knowledge and expertise, allowing us to cultivate and exchange unique insights that significantly enrich our clients’ programs. By drawing from a broad spectrum of experiences, we can provide a comprehensive perspective that is both innovative and practical.

We are dedicated to enhancing our customers’ programs through tailored research initiatives that address their specific needs and objectives. Our approach includes a thorough examination of critical factors such as Net Promoter Score (NPS), Customer Effort Score (CES), sector-specific trends, and regional nuances. By delving into these areas, we help our clients understand their customer journey better and the reality of how well they deliver vs the expectations they set as a brands. This level of insight not only enhances their operational strategies but also supports their overall business growth and brand stretegy.

Through our commitment to delivering significant value, we ensure that our clients are well-equipped to navigate the complexities of their respective markets. By integrating our rich industry experience with customised research efforts, we empower our clients to make informed decisions that enhance customer satisfaction and drive operational excellence. Ultimately, our goal is to partner with our clients to build programs that help improve and develop brand engagement as part of the customer journey.

With experience working alongside over seven major UK housebuilders and national standards boards, we have developed a profound understanding of the house purchase customer journey. Our expertise allows us to navigate the intricacies of this process effectively, ensuring that both builders and buyers benefit from an optimised experience.

Our covert video mystery shopping services offer valuable insights into the sales process. By observing interactions in real time, we can identify strengths and weaknesses within the sales team, providing actionable feedback to enhance training programs. This method allows us to evaluate customer interactions discreetly, ensuring that the findings are authentic and reflective of actual customer experiences.

We also engage with development teams through various channels—phone, online, and in-person at your developments—to measure the complete customer journey. From the initial inquiry to the moment keys are handed over to new homeowners, we capture every detail, enabling you to understand and improve the customer experience at every stage.

We specialise in conducting comprehensive programs for a diverse range of companies within the hospitality industry, including hotels, restaurants, bars, cafes, cinemas and food service providers. Our focus on this sector allows us to gain deep insights into the specific needs and challenges faced by each type of establishment. With years of experience under our belt, we have a detailed understanding of the nuances that differentiate customer experience in hospitality.

Our background in hospitality gives us an understanding of the operational challenges that can impact customer experience and how these vary from one sector to another.  Whilst a hotel might prioritise guest comfort and amenities, a quick service restaurant might focus on service efficiency.  By understanding these distinct objectives and priorities, we can tailor our approach to meet specific needs of each client.

Leveraging our expertise, we design customised solutions that empower our clients to deliver exceptional experiences for their customers. Whether it involves developing training programs for staff, implementing feedback mechanisms to gauge customer satisfaction, or conducting market research to identify emerging trends, we are dedicated to helping our clients excel. Our ultimate goal is to enhance the overall guest experience, enabling our clients to foster loyalty and drive repeat business in an increasingly competitive environment. Through our partnership, we aim to create lasting impacts that resonate throughout their operations, contributing to their success in the vibrant hospitality landscape.