King of shopping
Harley-Davidson Rostock wins Europe-wide mystery shopping competition
Top service, competent advice and always an open ear for the customer's needs.
This is no coincidence, you can always rely on it. At least when it comes to Harley-Davidson.
In order to meet this requirement, the American motorcycle manufacturer has been carrying out so-called mystery shopping tests for many years, in addition to a variety of quality assurance measures.
Mystery shopping is of course not a particularly mysterious shopping experience.
Rather, hidden test buyers document the retailer's advice and service quality both on behalf of various consumer portals and - as here - on behalf of the manufacturer.
When, as in the case of Harley-Davidson Rostock, the testers award the highest points in all test-relevant criteria, it is of course not only pleasing to the customers but also to the boss.
Especially if he happens to be the one being tested: “Of course that was a funny surprise!
But the success is clearly due to my team, because all colleagues share my enthusiasm equally, and that's what makes me really proud," said winner Michael Brose from Harley-Davidson Rostock.
There are currently 378 Harley-Davidson dealers across Europe, which test buyers visit several times a year on behalf of the Harley-Davidson European headquarters, of which 59 were in Germany this time. For the first time since 2009, the Hagstotz ITM market research institute commissioned for Germany was able to award the highest score.
From “contacting” to “needs assessment” to “benefit argument” – the unsuspecting Rostock dealer took the crown in the European dealer comparison in these and other categories with his expertise.
Whether with or without an announcement: The best thing to do is to see for yourself the excellent authorized dealer service that is only available from Harley-Davidson.
Because regardless of whether it is for motorcycles, accessories or support, under the sign of the Bar and Shield logo, quality is everything at Harley-Davidson, but not a coincidence.
Text: Harley-Davidson 2012
Photo credit: Harley-Davidson Rostock
