Understand customer behavior and service quality across the Volvo dealership network to guide improvement processes.
A market-intelligence project for after-sales, with nationwide mystery-shopper research, parallel market research and competitive benchmarking, analysis of consumer behavior toward dealerships, products, services and commercial/technical support, plus improvement recommendations and opportunity identification.
The project gave Volvo an ongoing view of the customer experience at dealerships, supporting network-improvement decisions and more competitive product launches.