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04 JLR Africa

Conducted in 5 African markets of Kenya, Nigeria, Tanzania, Ghana and Zambia.

Objective

To appraise dealers’ competency and consistency of customer service standards following a round of training exercises by an external consultant. 

To identify knowledge gaps and room for improvement where applicable.

Methodology:

Pre & After sales mystery shopping. People with Luxury cars both client and non client brands were used to make sales and service calls & visits with detailed records of the interactions between them and the dealers.