© 2008 J.D. Power and Associates,

The McGraw-Hill Companies, Inc. All Rights Reserved.

Internet MysteryShop Results

presented by

Chris DenoveVice President

J.D. Power and Associates

2© 2008 J.D. Power and Associates,The McGraw-Hill Companies, Inc.

All Rights Reserved.

Percent of Dealers Responding to E-mail Inquiries

Yes

68%

No

32%

Source: 2008 JD Power and Associates’ Mystery Shopping (average of two non-luxury franchises)

*e-mail requests not responded to within 72 hours deemed as no response.

Dealerships

responded to only

2/3’s of all e-mail

requests

3© 2008 J.D. Power and Associates,The McGraw-Hill Companies, Inc.

All Rights Reserved.

Average Response Time (based to those responding)

Source: 2008 JD Power and Associates’ Mystery Shopping (average of two non-luxury franchises)

*e-mail requests not responded to within 72 hours deemed as no response.

12.4hours

68%

4© 2008 J.D. Power and Associates,The McGraw-Hill Companies, Inc.

All Rights Reserved.

Internet Requests Divided into Three Types

• Request for a price

• Inventory/availability inquiry

• Product information question

5© 2008 J.D. Power and Associates,The McGraw-Hill Companies, Inc.

All Rights Reserved.

Internet Requests Divided into Three Types

• Request for a price

• Inventory/availability inquiry

• Product information question

Which question wasWhich question wasanswered fastest?answered fastest?

6© 2008 J.D. Power and Associates,The McGraw-Hill Companies, Inc.

All Rights Reserved.

In-Person Mystery Shop Results

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Collect any Customer

Contact Info

Follow-up with Customer

in 72 Hours

Source: 2008 JD Power and Associates’ Mystery Shopping (average of two non-luxury franchises)

? ?

7© 2008 J.D. Power and Associates,The McGraw-Hill Companies, Inc.

All Rights Reserved.

In-Person Mystery Shop Results

72%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Collect any Customer

Contact Info

Follow-up with Customer

in 72 Hours

Source: 2008 JD Power and Associates’ Mystery Shopping (average of two non-luxury franchises)

8© 2008 J.D. Power and Associates,The McGraw-Hill Companies, Inc.

All Rights Reserved.

In-Person Mystery Shop Results

Source: 2008 JD Power and Associates’ Mystery Shopping (average of two non-luxury franchises)

9© 2008 J.D. Power and Associates,The McGraw-Hill Companies, Inc.

All Rights Reserved.

In-Person Mystery Shop Results

Source: 2008 JD Power and Associates’ Mystery Shopping (average of two non-luxury franchises)