Rolls-Royce

Mystery shopping but not as you know it

Brief

Rolls-Royce had a problem. Their ‘off-the-shelf’ solution for mystery shopping was not authentically ‘mysterious’ with the result that meaningful insight was all but impossible. 

The challenge was how to represent the luxury car buyer credibly and roll out a quality programme.

Insight

We trained shoppers through regional initiatives with input from local leaders and dealerships. We designed a 4-stage mystery shop (email, call, visit and follow-up) implemented in 74 dealers across the globe.

Summary

The response to our insight exceeded all expectations. Dealers were so impressed that they developed staff training programmes around the content as well as commissioning follow-up studies to track improvement.

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