BigCat Research

Dealer Service Quality

Dealer service quality study measures whether the brand promise is lived to the same standard across the dealer, branch, location or distributor network.

Does the dealer or location network consistently deliver the experience the brand promises, and at what point should the headquarters intervene?

We combine customer journey, touch point, field observation and service quality measurements within a single decision framework.

We comparatively monitor the differences in service standards between dealers, branches, locations, campus or field teams.

We establish the connection between the operational reality experienced by the frontline employee and the quality of service perceived by the customer.

We separate the problem moment, waiting, guidance, communication, physical environment and support experience into rapid improvement and structural investment.