Two ways to shop a store, one way to report it
Digital lead shops
The majority of your customers start with a form or a chat, not a walk-in. We test that path exactly as a customer would.
What we shop: new and used vehicle inquiries, service booking, parts requests, trade-in and instant cash offer submissions, through your website, third-party listings, OEM forms and chat.
What you learn:
- Whether every form actually delivers a lead to a human
- How fast someone real responds, at different times of day
- Whether the reply answers the question or deflects it
- How many follow-ups a lead gets, on which channels, over how many days
- Which stores and which people are consistently strong, and which are not
Deliverable: a scorecard per shop, personal feedback per salesperson, monthly summary by store.
See pricing- Form submittedService booking, brake noise7:04 pm
- Auto-replyConfirmation email7:04 pm
- First human replyEmail, asked for VIN11:52 am next day
- TextOffered Thursday 8 am2:15 pm
- No callTracking window closed, day 5none
Phone shops
Abandoned calls and long holds do not show up in your CRM. They show up in the customers you never hear from. Phone shops put a real caller on the line and record what happens.
How it works:
- Calls come from real local numbers in the store's area code, retired after use, so call tracking and CRM never see a repeat
- Shoppers call the main line or a department's direct line, during business hours, at varied times
- Every call and every callback is recorded and transcribed automatically
- Dropped and unanswered calls are retried, and both attempts are logged
- The shopper's number stays live for the rest of the week to capture callbacks and texts
Deliverable: recording, transcript, scorecard and follow-up log per call, plus a monthly summary by store and department.
See pricingReporting and dashboard
Every program includes a shared Google Sheet that updates as shops are completed, a monthly summary, personal feedback for each salesperson shopped, and a secure online dashboard.
The dashboard: score trends by store and department, hold-time and follow-up rates, month-over-month comparison, and one-click playback of any recorded call. Login access for the people you choose. It is built on the same data as the Sheet, so nothing is entered twice and the Sheet remains the record.