The 2018 Audi After Sales Mystery Shop Programgp1cc.com/.../10/2018_audi_mystery_shop_program.pdf · For a passing Mystery Shop score, dealerships must: • Score 90% in Customer

The 2018 Audi After Sales Mystery Shop ProgramCritical Information Enclosed

Please read thoroughly for important details.

The 2018 Audi After Sales Mystery Shop Program

Section 1: Delivering the Customer Experience 2

Section 2: Mystery Shop Program Format 3

Section 3: Training and Development Tools 8

Section 4: Process and Escalation 18

Section 5: Incentives 19

Section 6: Contact Information 19

1

Audi dealerships are continuing to elevate the customer

experience as evidenced by the 2017 Audi After Sales

Mystery Shop Program results. More than 90% of

participating dealers passed at least one Mystery Shop.

We thank those who participated for their commitment

to delivering premium service that drives customer

satisfaction.

The Mystery Shop program provides valuable information

we can use to advance the service experience. It measures

three distinct areas of customer satisfaction: Customer

Experience, Technical Service Bulletin Recognition and

Technical Faults Recognition. Not only does it provide

feedback on the experience you are delivering at your

dealership, it can also be used to remind and refresh

employees on the processes, steps and guides that should

be used every day.

As you prepare for the 2018 Mystery Shop program

beginning this summer, examine your processes and

ensure they’re being followed throughout every customer

interaction. Each step is needed to ensure a passing score

and deliver experiences that drive higher CSI scores and

advance your customers’ loyalty to the Audi brand and your

dealership.

This manual highlights the Audi Service Process steps the

Mystery Shopper will score and provides actions your team

can take to ensure your dealership excels in these areas. As

you focus on these key areas, you will continue to advance

the ownership experience and provide consistent service

that matches the premium level of Audi vehicles.

Mystery Shoppers will begin appearing at dealerships this

summer. Consult this manual to support your efforts to

elevate customer service and ensure a passing Mystery

Shop Score.

For a passing Mystery Shop score, dealerships must:

• Score 90% in Customer Experience

• Properly address one Technical Service Bulletin issue brought up by the Mystery Shopper

• Find three hidden Class A Technical Faults

All dealerships must successfully pass one Mystery

Shop in 2018. Failure to pass the initial Mystery

Shop will result in repeated Mystery Shops at the

dealership’s expense.

01 Delivering the Customer Experience

2

Making an Appointment

Repair OrderPreparation

VehicleReception Vehicle Repair Process Quality Control/

Service Delivery

Vehicle Pick-up/BillingFollow-up

Audi Service Process

02 Audi After Sales Mystery Shop Program Format

The Audi After Sales Mystery Shop program measures three distinct areas of customer satisfaction:

1 CustomerExperience 2

TechnicalService BulletinRecognition 3 Technical Faults

Recognition

1. Customer Experience

The Customer Experience segment of the Mystery Shop relies on properly and consistently

following the Audi Service Process. Data has shown that customers heavily weigh their experience

based on: Making an Appointment, Vehicle Reception, Vehicle Pickup/Billing and Follow-up. To pass

the Mystery Shop, dealerships must score 90% or higher in Customer Experience.

Following the Audi Service Process is the path to achieving a passing Mystery Shop Score and

creating highly satisfied customers. That’s the reason why it’s so important for employees to be

trained on following it consistently throughout the year. The process begins with appointment

scheduling, a critical point of contact before a customer even enters your dealership.

Please see the next page for explicit details regarding the steps the Mystery Shopper will score.

For the complete Audi Service Process, refer to the online Audi Top Service Process Guide via iAudi.com

Internal ProcessesCustomer-facing Processes

KEY

3

1. Customer Experience (continued)

To assist you in preparing for and excelling in the areas of Making an Appointment and Repair Order Preparation, we’ve provided the specific Audi Service Process steps that Mystery Shoppers use to determine scores.

Another key step that’s essential to a passing score is including the customer in the vehicle walk-around inspection (covered on the next page). This area is scored at a much higher point value because of its importance in building trusting relationships with your customers. It should be performed at every customer visit.

2. Technical Service Bulletin Recognition

Vehicle system updates are continually provided by Audi Service Engineering as Audi Technical Service Bulletins (TSBs). By conducting a VIN search in ElsaPro, you can identify all TSBs that impact a vehicle in your service drive. The Service Department should refer to the TSBs to resolve customer and Mystery Shopper complaints and answer questions about vehicle performance.

The dealership must properly address the one TSB issue brought up by the Mystery Shopper in order to pass this section.* Examples of recent TSBs include:

• Exterior trunk handle inoperative

• Hook for trunk lining handle out of position

• Exterior glass cleaning

• Range display (distance to empty) in on-board computer

• Leather upholstery cleaning tips

• Noises from the sunroof

• Various features in the rear passenger compartment are inoperative

• Cigarette lighter element inoperative

• Engine oils that meet Audi quality standards

• Key cannot be removed from ignition switch

• Trunk cannot be unlocked

• Sunglass holder will not close

• Outdoor air temperature reading: General Info

• Rearview backup camera image quality complaints

• Unpleasant odor from heating and ventilation system

• Bluetooth phone cannot be paired to vehicle

02 Audi After Sales Mystery Shop Program Format (cont.)

Making an Appointment

• Answer the phone in five rings or less

• Keep phone transfer/hold times to less than one minute

• Person taking the appointment must be on the line with the customer in less than one minute

• Obtain the customer’s name, address, email and telephone number

• Importance of collecting the email address

• Verify the customer’s Vehicle Identification Number (VIN)

• Obtain current vehicle mileage

• Ask for and verify the customer’s needs for the service visit and provide an estimate

• Offer alternate transportation

• Confirm there are no other requirements the customer needs to address

• Remind the customer to bring their Warranty & Maintenance Booklet

• Tell the customer the name of the Service Consultant they will be seeing

• Confirm appointment date and time

• Thank the customer for their time and business

Repair Order Preparation

• Pre-write the repair order and verify service history, open campaigns, etc.

• Contact the customer 48 hours in advance to remind them of the appointment

*Subject to change

4

Vehicle Reception

• Acknowledge the customer when they enter the Service Department

• Greet the customer by name (if known) at their vehicle and escort them to the service write-up area

• Reaffirm the customer’s service needs (pre-written repair order)

• Ask the customer for their Warranty & Maintenance Booklet

• Minimize the number of interruptions (phone calls, conversations, etc.) during the service initiation process

• Apologize for any delay the customer may experience during the service initiation process—customer should not have to wait more than five minutes

• Perform a vehicle walk-around inspection together with the customer, and use the Complimentary Multi-Point Inspection (CMPI) form found in the pocket of this brochure and on the Brand Store (this step has increased in point value)

• If applicable, note on the CMPI any damage found and discuss with the customer

• Provide an estimated cost for the service or repair in writing

• Install interior vehicle-protection materials (floor, seat and steering wheel covers), and ensure that the customer sees them put in place while they’re in the service drive

• Provide an estimated time for when the vehicle will be ready

• Ask the customer to sign the RO and ensure it includes a description of services to be provided in addition to written cost. If it is Audi Care, note as such and reflect cost as zero, in writing.

• If the customer is waiting for their vehicle, be sure to provide timely updates on the progress of the service

• If the customer is not waiting, be sure to ask their preferred method of contact and use it to provide

updates if extra time is necessary; ensure customer is provided a revised completion time prior to the initial estimated time expiring

• Offer to wash the vehicle

• Thank the customer for their business

Quality Control/Service Delivery

• Ensure the delivery process and vehicle delivery is within five minutes of the agreed-upon time

• Check that the vehicle has no damage, or obvious dirt or grease on the door handles, steering wheel and trunk

• Ensure that the vehicle was washed if the customer agreed to it, or provide a vehicle wash voucher

• Be sure that all work performed is documented for the customer; also record all services offered to the customer that were declined

• Greet the customer when they enter the service department and check in loaner vehicle, if applicable

• Review the final invoice, costs and next service needs with the customer, and ask if they have any questions

• Escort the customer to the cashier

• After payment, escort the customer to their vehicle or give clear directions as to where the vehicle is located

• Thank the customer for their business

Follow-up

• Call the customer within 24 hours; it is important to get feedback as soon after the appointment as possible

• Be sure to capture all of the positive comments the customer provides and pass this information on to the staff

• If the customer is not satisfied, determine how the situation can be turned around; a dissatisfied customer who has their concerns rectified can be the dealership’s best advocate


5

3. Technical Faults Recognition

To achieve a passing score in the Technical Faults

Recognition area, ensure your dealership is following

the recommended Scheduled Maintenance Checklists

and Flip Charts, and using the CMPI form on every

vehicle. Consult the Technical Faults Guide to view the

potential fault codes that Mystery Shoppers’ vehicles

may present.

A Technical Fault is often a system or feature that

customers aren’t aware has malfunctioned. Following

the Audi Service Process requires a thorough

examination and vehicle test-drive to identify and

resolve these previously undetected vehicle issues.

Audi Scheduled Maintenance Checklists contain

comprehensive lists of all systems and features that

should be checked at the appropriate time intervals.

To pass this section of the Mystery Shop, dealerships

must identify three Class A hidden faults. The vehicle

will also have a Class B fault hidden in the vehicle. The

Class B fault doesn’t necessarily impact the score, but

it reinforces the importance of locating all vehicle


defects/repairs. The only Class A faults that will be included

correspond to the Audi Scheduled Maintenance Checklists

and CMPI.

Listed below are examples of the vehicle faults that should be identified in any customer visit:

• Inoperable lighting in any system due to defective bulbs, such as parking, fog, reverse, brake, glove compartment, license plate, trunk, headlight high beams, interior, etc.

• Damaged tires including but not limited to Spare Tire

• Improperly aligned headlights

• Malfunctioning horn

• Improperly functioning wipers and washer jets

• Under- or over-inflated tires, including the spare

• Low fluid levels

• Dirty cabin filter

• Systems operation, such as air conditioning, heating, fan speed, audio, navigation, etc.

• Systems diagnosis, such as oxygen sensor, oil temperature, coolant temperature, etc.

• Damaged wiper blades

• Test drive of at least one mile

• Plenum filter clogged

6


Model FaultsMaintenance Checklist

Maintenance Flip Chart

Customer Multi-Point Inspection Form

2015 A5 Class 1-Horn inop 55K 55K yes

55K Class 2-Wiper Damaged 55K 55K yes

Intermediate Class 3-Reverse Lights Inop 55K 55K yes

B-Windscreen Washer System-Spray Adjustment 55K 55K yes

2015 A6 Class 1-Horn Inop 55K 55K yes

55K Class 2-Wiper Damaged 55K 55K yes

Intermediate Class 3-Reverse Lights Inop 55K 55K yes

B-Washer Fluid Low 55K 55K yes

2014 A4 Class 1-Plenum Chamber Drain 15K 15K yes

15K Class 2-Low Spare PSI 15K 15K yes

Intermediate Class 3-Coolant Low 15K 15K yes

B- One Reverse Light Inop 15K 15K yes

2015 A6 Class 1-Plenum Chamber Drain 55K 55K yes

55K Class 2-Low Spare PSI 55K 55K yes

Intermediate Class 3-Pollen Filter not Exchnaged 55K 55K yes

B- License Plate Lights Partially Out 55K 55K yes

2014 A4 Class 1-Spare Damaged 45K 45K yes

45K Class 2-Low Rear Tire PSI 45K 45K yes

Standard Class 3-Wiper Washer Jets inop 45K 45K yes

B- Tire Valve Cap Missing 45K 45K yes

2014 A4 Class 1-Spare Damaged 45K 45K yes

45K Class 2-Low Rear Tire PSI 45K 45K yes

Standard Class 3-Wiper Washer Jets inop 45K 45K yes

B- Service Interval Display 45K 45K yes

2018 Technical Faults Guide

7

03 Training and Development Tools

1. 2018 After Sales Mystery Shop Program Questionnaire

After each dealership visit, Mystery Shoppers complete a questionnaire that follows the Audi Service Process.

The questionnaire will be provided later this summer. As you excel in these areas, you will be elevating CSI scores

and delivering experiences that promote satisfaction and loyalty.

Audi After Sales Mystery Shop Wave 1, 2018

Dealer Code: Service Consultant’s Name: Maintenance:

Dealership Name: Shopper’s Alias Name: Overall Pass:

Address: Email Address Given: Customer Experience Score:

Shop Date: TPI/TSB Pass:

Video Link: TFS Pass:

QA. Appointment Setting

A. Initial Phone Call

Date of Call: MM/DD/YYTime of Call: HH:MM

B. Did the person taking the appointment mention his name? Yes No N/A

Name:

A1. Call Reception 3

A. How long did you have to wait until someone answered the telephone? </= 1:00 > 1:00

3

B. How many times did the telephone ring? </= 5 > 5

A2. Customer Data 4

A. Were you asked for the following information:

A1. Address Yes No N/A 1

A2. Telephone number Yes No N/A 1

A4. Vehicle identification number Yes No N/A 1

A5. Email address Yes No N/A 1

A3. Scope of Order 2

A. Were you asked for the current mileage reading? Yes No N/A 1

B. Were you asked about additional work? Yes No N/A 1

C. Were you offered options for your appointment for date and time? Yes No

D. Were you actively offered several options for the check-in? Yes No

E. Were you asked when you require your vehicle back? Yes No N/A

8

03 Training and Development Tools (cont.)

A4. Alternative Transportation 3

A. Were you offered alternate transportation? Yes - courtesy car Yes - other No offer

3 3

A1. Alternative transportation offered: Audi Loaner Non-Audi Loaner Shuttle Service Taxi Other N/A

A5. Customer Information

A. Was the Service Consultant assigned to you named explicitly? Yes No N/A

A1. If Yes, enter Name:

D. Were the service appointment details (date, time, reason for service) confirmed with you during the follow-up process?

Yes No N/A

D1. If yes, how were you reminded? By SMS By email By phone call Other

E. Were you given an estimate of the service cost? Yes No N/A

E1. If you were given a cost estimate, record amount.

QB. Repair Order Preparation / Vehicle Reception

A. Vehicle Drop-off

Date: MM/DD/YYTime: HH:MMExact mileage reading:

Name of Service Consultant at Check-in::

B1. Customer Reception 3

A. Did you arrive on time for your appointment at the dealership? Yes No

B. How long did you have to wait until the Service Consultant started the service initiation process?

< 5 min 5 - 10 min > 10 min

3 1

B1. If >5 min, did you receive an apology for the delay? Yes No N/A

+1

C. How long after the scheduled appointment time did you have to wait before someone acknowledged you?

< 5 min 5 - 10 min > 10 min

$

9


B2. Check-in Discussion 6

A. Was the dealership aware of your vehicle’s needs and of all arrangements made? Yes No 2

C. Were you able to conduct your check-in without interruption? Yes No - briefly disturbed No - other disruptions

3 3

D. Did the Service Consultant ask if there were any other concerns that need to be addressed?

Yes No 1

E. Did the Service Consultant meet you at your vehicle or were you escorted to the Service Consultant?

Yes No

F. Was there a tablet used at anytime during the visit? Yes No

B3. Discussion at Vehicle 12

A. Did you inspect the vehicle together with the Service Consultant? Yes No 5

B. Was the work to be carried out at the workshop discussed with you following the inspection?

Yes No 2

B1. If yes, has the Service Consultant taken notes during the discussion at the vehicle?

Yes No N/A 1

C. Where applicable, were damages/defects discussed with the customer? Yes No 1

C1. Were damages/defects of the vehicle documented? Yes No 1

D. Did you see if interior protectors (for the steering wheel, seat, footwell) were used?

All No - not all areas None

2 1

E. If applicable, did the Service Consultant document the vehicle inspection findings?

Yes - on the checklist Yes - on the order or order

documentation

B4. Order Write-up 4

A. Were you asked if you wanted (and if necessary, how you wanted) the vehicle to be washed/cleaned?

Yes No 2

B. Were you given information about the cost of the work (If necessary, upon asking)?

Yes - without asking Yes - upon asking No

2 1

If yes, price given:

B1. If yes, was this pricing information documented in writing for the customer (without asking)?

Yes No N/A

If yes, type of documentation:

C. Were all agreements recorded in writing for the customer on the repair order? Yes No

D. Were additional offers made? Yes No

If yes, which additional offers were made? Seasonal Campaigns Accessories Others

E. Did you sign the repair order approving the initial work to be carried out? Yes No

F. Were you actively offered several options for the vehicle check-out? Yes No N/A

NOTE: B3 A. and B. go hand-in-hand and are worth seven points together. You will receive no credit for B. if the inspection in A. does not occur.

$

10


B5. Agreements and Customer Information 7

A. Did the Service Consultant provide you with a time the vehicle would be ready? Yes No 3

Time Given: HH:MMB. Did the Service Consultant ask how to contact you with questions or updates? Yes No 2

C. Was alternate transportation provided as agreed? Yes No 2

QC. Order Extension

Was your order extended? Yes No A. While you were waiting, were you contacted prior to vehicle return because the agreed

services or pricing had changed? No - not required No - although

required Yes

6

C1. Customer Information 6

A. Did the Service Consultant provide a vehicle repair update with revised pricing? Yes Yes - upon request No N/A

3 2

If yes, price given: $

B. Did the Service Consultant provide an updated time to when the vehicle would be ready?

Yes No - because no change No - because order extension declined No N/A

3 3 3

Time Confirmed:

C. Did you approve the additional repairs, including the costs? Yes No N/A

QD. Quality Control / Service Delivery

Name of the person who returned the vehicle:

A. Vehicle Collection

Date: MM/DD/YYNumber of minutes between end of delivery process and delivery of vehicle.

Time: HH:MMExact Mileage Reading:

Difference compared with drop-off details

C1. Invoice Total: $

C2. Repair Total: $

D1. Customer Reception 7

A. Did you arrive on time to pick up the vehicle? Yes No A1. If yes, how long after the scheduled time did you have to wait for the vehicle return process to start?

< 5 min 5 - 15 min > 15 min

3 2

B. Was the vehicle ready at the agreed-upon time (including order extension if applicable)?

Yes No 4

NOTE: IMPORTANT: Question a1. In order to receive full points, you must start the return process within five minutes of the scheduled pickup time. In previous years, full points were awarded if the process began in less than 15 minutes of the scheduled time. This is no longer true. It is crucial that customers do not wait. If you do not begin the delivery process within 5 minutes of the scheduled time, you will lose critical points. Question b. In order to receive 4 points, the vehicle must be ready and waiting for the customer by the time the return process is complete. If the vehicle is not pulled up and ready to go, all 4 points will be lost—which could be the difference between a passing and failing score.

11


D2. Invoice 13

A. Was the invoice ready (printed) when you collected your vehicle (tablet presentation of invoice is also acceptable) or sent to the customer prior to vehicle collection?

Yes No 2

B. Were you offered an explanation of the service/invoice? Yes No 4

C. Were defects that had not been rectified explained and documented in writing for the customer?

Yes No 3

D. Did the invoice agree with the work estimate/approved amount? Yes No 4

E.Was an CMPI form filled out entirely with each individual box checked and presented at vehicle delivery/payment? Yes No 4

E1. If you received an CMPI form, how was it presented? Paper Electronic

(email/text) Both N/A

E2. When was the CMPI presented? During update During delivery N/A

D3. Customer Information 1

A. Were all necessary entries pertaining to the service performed documented in the maintenance booklet?

Yes No 1

B. Were the entries explained and were you reminded about the next service appointment? Yes No

C. If Digital Service Schedule was used, were you actively informed that the Digital Service Schedule is available in myAudi?

Yes No N/A

D4. Information About the Vehicle 11

A. Was the vehicle returned without repair dirt? Yes No 3

If no, type of dirt:

B. Was the vehicle personally handed over to you or did the Service Consultant offer to accompany you to the car?

Yes No +3

C. Was the vehicle returned undamaged? Yes No 3

If no, type of damage:

C1. If no, was the damage actively addressed and rectifying it approved? Yes No N/A

3

D. Was the vehicle returned in the agreed state of cleanliness? (With voucher for washing exterior of car)

Yes No 2

E. Were you told where the vehicle was located? Yes No

NOTE: Types of dirt may include greasy fingerprints, muddy/oiled footprints, etc. Please make sure the vehicle is returned clean to the customer to receive full points.

12


QE. General Information

NOTE: The items below are examples of Technical Service Bulletins that may be used. Actual TSBs will be determined by the model being shopped.

A.To pass the TPI/TSB portion, one of the following must be answered with a Yes (E1c, E2c or E3c). If service is an oil change, answer NA to all TPI Questions.

2013422/10 Bluetooth phone cannot be paired to vehicle 2010353/5 Cigarette lighter element does not eject or cigarette lighter socket inoperative 2023322/2 Different color shades in LED daytime running lights 2010043/13 Engine oils that meet Audi Quality Standards 2020552/4 Exterior glass cleaning 2025031/2 Exterior trunk handle inoperative 2019260/8 Garage door opener cannot be programmed to HomeLink system 2018538/6 Hook for trunk lining handle out of position 2017801/5 Key cannot be removed from ignition switch 2004327/4 Leather upholstery cleaning tips 2022733/8 Noises from the sunroof 2019733/12 Outer door seals loose 2032113/1 Outside air temperature reading: General Information 2019958/6 Personalized memory settings of the key are not available 2028440/1 Range display (distance to empty) in onboard computer 2029903/1 Rearview backup camera image quality complaints (distorted image) 2028220/4 Steering wheel leather damage all vehicles 2027416/3 Sunglass holder will not close 2028207/1 Trunk cannot be unlocked 2010146/11 Unpleasant odor from heating and ventilation system 2035367/1 Various features in the rear passenger compartment are inoperative

E1. Communication Process

Date Scheduled by Phone: MM/DD/YYA. Were you asked if you had any additional complaints/requests? Yes No N/A

B. If necessary; between your phone call and the dealer receiving the vehicle, were you asked questions to more closely define your vehicle complaint/request?

Yes No N/A

C. (During phone call) Was a solution accordant with the TPI explained to you? Yes No N/A

E2. Vehicle Check-in

A. Did the Service Consultant know that you had additional complaints/requests? Yes No N/A

B. If necessary, between your phone call and the dealer receiving the vehicle, were you asked questions to more closely define your vehicle complaint/request?

Yes No N/A

C. (During Vehicle Check-in) Was a solution accordant with the TPI explained to you? Yes No N/A

E3. After Vehicle Check-in

A. After the service order had been written, did your Service Consultant mention the need for additional work on your complaints/requests?

Yes No N/A

C. (After Vehicle Check-in) Was a solution accordant with the TPI explained to you? Yes No N/A

E4. General information

A. Accordant with the TPI: Were all guidelines for the correction of the customer complaint and the required communication fulfilled?

Yes No N/A

NOTE: This list is not comprehensive and subject to change without notification.

13


QF. Technical Faults

A. Select the first Class “A” fault: Back-Up Lights Not Working At All Coolant Level Too Low Dust And Pollen Filter Not Replaced Front Wiper Blade Damaged Horn Not Working Low Rear Tire Pressure No Test Drive Carried Out Plenum Chamber Drain Valve: Dirty Clogged Spare Tire Pressure Too Low Spare Tire Significantly Damaged Tire Significantly Damaged Windshield Wash System Inoperative

Did the dealership identify this first undeclared fault? Yes No

B. Select the second Class “A” fault: Back-Up Lights Not Working At All Coolant Level Too Low Dust And Pollen Filter Not Replaced Front Wiper Blade Damaged Horn Not Working Low Rear Tire Pressure No Test Drive Carried Out Plenum Chamber Drain Valve: Dirty Clogged Spare Tire Pressure Too Low Spare Tire Significantly Damaged Tire Significantly Damaged Windshield Wash System Inoperative

Did the dealership identify this second undeclared fault? Yes No

C. Select the third Class “A” fault: Back-Up Lights Not Working At All Coolant Level Too Low Dust And Pollen Filter Not Replaced Front Wiper Blade Damaged Horn Not Working Low Rear Tire Pressure No Test Drive Carried Out Plenum Chamber Drain Valve: Dirty Clogged Spare Tire Pressure Too Low Spare Tire Significantly Damaged Tire Significantly Damaged Windshield Wash System Inoperative

Did the dealership identify this third undeclared fault? Yes No

D. Select the Class “B” fault: Washer Fluid Low Back-Up Light Not Working On One Side License Plate Lights Partially Not Working Resetting Service Interval Display Following

a Service Tires (not spare tire) – Valve Cap Missing Door and Rear Hinges Not Lubricated to

Manufacturer’s Specifications Radio: Reception Interference Rear Wiper Blade Damaged Rear Windshield Washer System: Nozzle

Setting Too Low Luggage Compartment Lighting Partially

Not Working

Did the dealership identify this fourth undeclared fault? Yes No

14


QG. Follow-up

A. Were you contacted by the dealership regarding your service experience within 3 business days?

Yes No

B. If yes, was it sent with your preferred method of contact? Yes No N/A

C. How did you receive follow up? Email Text Phone call

QH. Amenities

A. Complimentary snacks/beverages Yes No

B. What type of coffee shop (e.g., Starbucks) does the dealership have?

Coffee shop in which coffee is served to customers

Self-serve coffee machine Other (please describe) No coffee service present

C. Vending Machine Yes No

D. Newspaper/Current Newspaper/Magazines Yes No

E. Workspace to plug in computers Yes No

F. Wireless Internet access Yes No

G. Computer with Internet access Yes No

H. Tablet computer (e.g., iPad, Galaxy, Kindle Fire) or video games Yes No

I. Television Yes No

J. Toys for children Yes No

15

2. Audi Scheduled Maintenance Checklists and Flip Charts

Audi provides checklists and flip charts for each vehicle and model year with the systems and features that should

be checked and the appropriate time interval when the check should occur. Following these guidelines is essential to

secure a passing score in the Technical Faults Recognition section.

3. Complimentary Multi-Point Inspection Form (CMPI)

The CMPI should be performed on every vehicle that comes through your service drive. It helps keep customers’ vehicles

in premium working condition and enhances their ownership experience. Completing the CMPI form can also help your

team locate possible faults in the Technical Faults Recognition section. More forms can be ordered on the After Sales

Marketing Operations Center via iAudi.com.

4. Mystery Shop Training Videos

Audi provides a range of videos to assist After Sales teams with meeting Audi Top Service goals and passing the Mystery

Shop. All customer-facing employees must view the following training videos on the Audi Academy CRC:

• Intro to the Audi Service Process (700234)

• Repair Order Communication & Repair Logic (700184)

• Working Together: Managing the Customer Experience (600334)

• Creating Audi Fans (600828)

• You can also watch the “Service Reception and the Walkaround” series on the Audi Academy Video Portal via iAudi.com.


16

Top Service Job Responsibilities

Audi Scheduled Maintenance Checklists

5. Top Service Job Responsibilities

These cards act as checklists of the Top Service Basics by job role, and can be printed from the Audi Top Service Process

Guide via iAudi.com.

6. Video and Audio Recording

Video and audio recording is used during the Mystery Shop evaluation to bring to life exactly what your customers see

and hear during their service department experience.

Each state has its own regulations for the use of these recordings. Some states have single-consent, which means only

the shopper needs to give consent that the experience be recorded. Other states require dual-party consent, which

requires both the shopper and dealerships personnel give consent to be recorded.

Audi of America offers complimentary video recording for the first Mystery Shop to those dealerships in states

with dual-party consent regulations. Dual-party consent is required in: California, Connecticut, Florida, Maryland,

Massachusetts, Michigan, Montana, Nevada, New Hampshire, Pennsylvania and Washington.

If your dealership is located in one of these states and you wish to have the Mystery Shop experience recorded, please

contact Ti Chan at [email protected] to request a waiver that dealership employees must sign in order to have the

event recorded.


17

Beginning this summer, every Audi dealership will be

shopped up to three times. Audi of America provides

the first Mystery Shop as a complimentary service to

dealerships. Results are delivered to the RASM and

AASM after the Mystery Shopper leaves the area.

The AASM then reviews the results with the dealership

management within 10 days of receiving the results.

Dealerships with a non-passing score have 10 days to

appeal the results. Process improvement plans are

discussed and implemented with the AASM.

Dealerships must then have a second Mystery Shop

performed at their expense ($1,500).

If a dealership receives a second non-passing score, the

AASM and dealership management must review the

results with the Regional Team. The dealership is given

10 days to appeal the results. Process improvement

plans are discussed and implemented with Regional

Team Members. An in-depth analysis of the dealership’s

Service Core Process by a Service Core Process Coach

may be performed at the dealership’s expense

($3,500). Additionally, a third Mystery Shop must occur

after September at the dealership’s expense ($1,500).

If a third non-passing score is received, the dealership

will be charged $1,500. The AASM, Regional Team and

Audi of America in Herndon, Virginia, will determine a

course of action to address the ongoing Service Core

Process discrepancies.

While dealerships who fail to pass the first wave

of Mystery shop can still participate in incentive

programs, they may be ineligible to receive bonus

points for the 2018 Service & Parts Managers Incentive

Program and any other After Sales incentive programs

announced throughout the year. Passing the Mystery

Shop in the first wave may be a criteria or metric for

other incentive programs.

04 Process and Escalation

18

05 Incentives

Up to four dealership employees who are directly

responsible for their dealership achieving a passing

Mystery Shop Score the first time will be recognized by

Audi After Sales. Each will receive $100 on their Audi

debit card.

Additionally, Service Managers will receive $150 on

their Audi debit cards. Your AASM will gather payout

details after Wave 1 shop.

For those participating in the 2018 Service & Parts

Managers Incentive Program, each Service Manager

will earn 10 bonus points for achieving a 95% or higher

customer experience score on the first Mystery Shop.

06 Contact Information

Audi After Sales has a crucial role in the ownership

experience and delivering premium service that

inspires brand loyalty as well as repeat and referral

purchases. When customers receive quality service

work and their vehicles are maintained at the highest

levels, satisfaction remains high, which creates lifelong

customers and ensures continued success. The Audi

Service Process details the steps necessary to achieve

these goals and drive higher CSI scores for your

dealership. That’s why it should be followed not only

during the Mystery Shop evaluation, but throughout

the year.

It’s essential to use the tools provided to reinforce the

Audi Service Process basics and ensure all employees

understand and follow them. Please contact Ti Chan at

[email protected] with any questions or concerns.

19

© 2018 Audi of America, Inc. “Audi,” “allroad,” the four rings logo and all model names are registered trademarks of AUDI AG. All other trademarks are the property of their respective owners. Printed in the U.S.A. LA-16-203-US

Documents

The 2018 Audi After Sales Mystery Shop Programgp1cc.com/.../10/2018_audi_mystery_shop_program.pdf · For a passing Mystery Shop score, dealerships must: • Score 90% in Customer