High-profile Mystery Shoppers (e.g. Senior Managers, Directors, CEOs/VPs) passed an intensive briefing and training before visiting service centres and engaging actively with sales staff. On top, participants had to conduct a test drive, and the whole sales process was captured by hidden camera and microphones so that the automotive customer was able to use the impressions for their internal training program. Selected participants took part in a round table, sharing their experience first-hand with the customer.
BIBA|CS arranged the project, managed the project team and was actively engaged in the careful recruitment of premium participants to deliver wave by wave sufficient high-profile participants.
PS: the cars on the chosen pictures do not indicate the customer