When you are developing your plan for a dealership customer experience research project, (see Dealership Discovery), you will need to make some decisions about strategy before you can plan in any detail about what exactly you will do. As with any field research, you need to make some ‘higher level’ decisions before you will be able to work out who will do what, where, when and for how long.
With these decisions in mind, we have listed some questions that you can use to prompt discussion with your team. With each question, we have given you our thoughts on what to think about, along with some tips and tricks that we have learnt along the way.
What should we focus our dealership customer experience research on?
Your study should identify opportunities to solve problems, make improvements or reduce waste. At dealerships we have developed studies to improve wayfinding, forecourt browsing, queueing, parking, facilities utilisation (such as service bays), employee efficiency and reducing waste. [Read more…]