Mystery shoppers to put Nissan car dealerships to the test

Mystery shoppers to put Nissan car dealerships to the test

As many as 10,000 car enthusiasts are being sought as part of a mystery shopper exercise that will aim to put Nissan car dealerships to the test.

Customer experience improvement firm Bare International is going to be orchestrating the exercise on behalf of Japanese car manufacturer's showrooms in the UK and 16 other European countries. The goal is to evaluate the performance of different dealerships and find ways that the company can both increase sale conversions and improve customer satisfaction.

Ensuring a good customer experience is essential for any business, but particularly for those which welcome the customers onto their premises, such as car dealerships. As well as having friendly and helpful staff, car dealers must also have public liability cover as part of their combined motor trade insurance policy, which will offer protection in case a customer should suffer an accident while on site.

Guy Van Neck of Bare International Europe said of the mystery shopper exercise: "Customer experience is increasingly becoming the competitive advantage of car manufacturers. As customers demand more personalisation and connection with the product, manufacturers strive to deliver the ultimate service experience during the car purchase and in aftersales service."

A Nissan spokeswoman added: "Across Europe, we are looking to significantly increase the number of mystery shops with the aim of obtaining more detailed and better customer insight into dealer handling of Nissan customers and potential areas of improvement."