Automotive mystery shopping since 2015
Find out what your customers actually experience.
We send real inquiries through your website forms, your third-party listings and your phone lines, then show you exactly what happened. Who answered, how fast, what they said, and whether anyone tried to book the appointment.
Trusted by multi-rooftop dealer groups across Ontario. [Optional: replace with a real figure such as "X dealerships shopped every month."]
- Form submittedWebsite VDP, 2021 RAV47:04 pm
- Auto-reply"Thanks, we will be in touch"7:04 pm
- First human replyEmail · 16 h 48 min later11:52 am next day
- TextLink to inventory page2:15 pm
- No callTracking window closed, day 5none
The problems you cannot see from the inside
Forms that go nowhere.
A lead form that says "Thanks, we will be in touch" and never reaches a salesperson. We find at least one at most groups we shop.
Slow first response.
A customer who submits a form at 7 pm and hears nothing until the next afternoon has already talked to two other dealers.
Answering a different question.
The customer asked about their trade-in. The reply was a link to the inventory page.
Hold and hang up.
Calls that ring out, drop on transfer, or sit on hold long enough that a real customer would have given up.
How a shop works
- 1
We build the shopper.
A realistic persona with a name, a vehicle of interest, a local phone number and a question a real customer would ask. Names and questions rotate, so your team never sees the same shopper twice.
- 2
We shop.
Through your website forms, third-party listings and chat, or by phone. New, used, service, parts and trade-in.
- 3
We track the response.
For days, not minutes. Every email, text and call, with timestamps. Phone shops are recorded and transcribed.
- 4
You get the scorecard.
Per shop and per store, in a shared Google Sheet you can open any time, plus a monthly summary of where the gaps are.
Every department a customer touches
Reports you will actually read
Every shop produces a scorecard: response time, whether the reply answered the question, whether a price or appointment was offered, and the full follow-up trail. You get them in a shared Google Sheet as they are completed, with a monthly summary by store and department.
- Personal feedback for every salesperson who was shopped, written so a manager can hand it over as coaching
- Recordings and transcripts for every phone shop
- Month-over-month trends so you can see whether coaching is working
- An online dashboard, included with every program, with one-click call playback
Why Digital Mystery Shop
Since 2015.
We have shopped automotive since before online leads were the majority of your floor traffic.
Small team, real eyes.
The same small team runs your program month after month, and a person reads every shop before it goes to you. Nothing is auto-generated and sent blind.
100% human, no AI.
Every online inquiry is typed and every call is placed by a real person, just like your customers. We do not use AI to submit shops or make calls.
Local numbers, wherever your stores are.
Shoppers call from real local numbers in your store's area code, in Canada or the United States. No offshore call centres.
Month to month.
One onboarding fee, then per-shop pricing with no contract and no minimum term. Change the store list any time with 30 days' notice.