Case Studies

Testing the Test: POP and Sales Support for New Products

An automaker had partnered with a credit card issuer to create an affinity credit card program for purchasers. Customers had the opportunity to earn points toward price reductions on future vehicles. The auto maker was concerned that multiple offers to purchasers, who may or may not qualify for the credit, would adversely impact card acceptance and usage. A pilot program has begun in which auto purchasers were pre-screened for the credit card offer at the time of purchase. Enter Confero, which dispatched a team of auditor-educators to speak with sales managers of the auto maker’s dealerships in the test area. Auditors explained the program and made sure promotional materials were in place. At program end, acceptance of the card had increased and the partnership between the auto maker and the card issuer was intact.

Testing your Own Process

As part of an industry that suffers from low public trust, an automotive service company wished to audit its own processes to prove that employees were actually performing all the services expected during routine auto maintenance. In other words, the company wanted to make sure that it was keeping its promises to its customers. Confero secured shoppers who were willing to use their own vehicles as part of a technical test. Confero shoppers visited an ACE certified mechanic, who inspected the condition of the vehicle. Then, a minor part of the vehicle was altered to have a deficiency which would be expected to be found during the company’s routine service. The shoppers then took their vehicles in for routine maintenance and, following that visit, returned to their mechanics, which inspected the vehicles. This series of audits and tests allowed the company to prove its process and perfect it over time.

Unexpected Benefits: Reduced Accidents

A national fast oil change service engaged Confero to conduct periodic mystery shop visits at its units. As part of the program design process, various departments within the company were asked about what they would like to see on the shop survey. As a result, several questions about safety procedures were added to the survey. The assumption was that, while a Confero shopper would be on site anyway, why not ask the shopper to check for several safety-related issues while the shopper is assessing customer service. The mystery shop program was a success, as expected, in that it identified areas of opportunity for customer service improvement. However, a significant side benefit emerged. As store employees realized the emphasis on safety, the required safety measures were apparently undertaken more regularly as they should always have been. The quick reports Confero provided allowed store managers to quickly remediate any safety deficiencies. The company saw a significant decline in the number of accidents as a result of the program. This lead to significant savings for the company.