The challenge
One customer, five touchpoints
A customer judges the whole journey. Each step is usually checked by a different team, with a different form.
Phone and enquiry
How fast and how well the first contact is answered. Often checked through call recordings, if at all.
Showroom welcome
The greeting, needs analysis and test drive. Judged by each sales manager’s own standard.
Service visit
Booking, reception, explaining the work and the handover. Reviewed on a different form from sales.
Mystery shopping
An outside shopper goes through the journey as a normal customer. The report arrives weeks later, as a PDF.
Follow-up
The call or message after the sale or the service. Rarely checked at all.
Five touchpoints, five ways of checking, so there’s no single experience score and no one sees where it breaks.
How it works
Score, fix, compare
Score every touchpoint against your standard, fix the gaps and compare the experience across every dealership.
Score
Every touchpoint, one checklist
Your customer journey becomes one scored checklist, from enquiry to follow-up, with photos and notes. Mystery shoppers use the same checklist, including shoppers you find through AutoSmart Audit Connect.
Fix
Actions at the dealership
Every touchpoint that falls short becomes an action with a person in charge and a due date, so the dealership team knows exactly what to change.
Compare
The experience across the network
The dashboard shows experience scores by dealership and region, and the touchpoints that fail most often.
Results
Results from AutoSmart customers
2–3 days
To evaluate after-sales, sales and customer experience at a Kia India dealer, down from 2 weeks
Before and after
One complaint, two ways
What gets audited
What customer experience audits cover
Teams audit every step of the customer journey, in person or as mystery shoppers.
Sales experience
- Greeting and needs analysis
- Test drives
- Delivery and handover
Service experience
- Appointment handling
- Service reception
- Vehicle return
Phone and digital
- Enquiry response time
- Call handling
- Appointment confirmations
Mystery shopping
- Unannounced visits
- Scripted scenarios
- Scored observations
Complaints and follow-up
- Complaint resolution
- Follow-up calls
- Customer feedback
Facilities
- Lounge standards
- Cleanliness
- Brand presentation
Who it’s for
Built for the teams that own the customer experience
Network development
See how every dealership delivers the customer journey and where it breaks.
Audit agencies
Run mystery shopping and customer experience audits in one application and hand over scored results on the day.
Field operations
Review the experience with each dealership on the visit and agree the fixes there.
FAQ
Customer experience audit software: common questions
What is customer experience audit software?
Customer experience audit software scores every customer touchpoint against your standard: greeting, needs analysis, appointments, complaints and follow-up. Gaps become tracked actions, and a dashboard compares the experience across dealerships.
Can we run mystery shopping?
Yes. Mystery shopping visits run as scored checklists in the same application, with notes and photos.
Can we use our own customer journey?
Yes. Your journey’s steps and scoring become the checklist.
Does it work offline?
Yes. Audits can be completed offline and upload automatically once the device is back online.
How are results shared with dealerships?
Each failed item becomes an action for the dealership with a person in charge and a due date, and the dealership sees its own results.
AutoSmart Industry Insights
