our projects

Benchmarking of Certified Pre-Owned Programme

Summary

 

Europe-wide.

We carry out analyses of Certified Pre-Owned Vehicle programmes across Europe.

Benchmarking.

Based on these surveys, we provide feedback, so clients can benchmark their existing programmes.

Competitor review.

We also review competitor websites, and this can be enhanced by responsiveness analysis and/or on-site mystery shopping. 

Staying competitive.

The marketplace changes fast, so regular benchmarking of certified programmes is the best way to stay competitive.
Customer type
  • Dealers & Dealer Groups
  • Used Vehicle Traders
  • National Sales Companies
  • Car Manufacturers
Project type
  • Desktop website research
Objectives
  • Define the competitor set for the customers
  • Adjust and update the benchmark
  • Review position versus competition
Methodology
  • To keep the benchmark up to date, the benchmark analysis and scoring are discussed twice a year with a wide group of consultants
  • We have created a scored matrix with clear descriptions, to enable a consistent outcome across different team members
  • Research is completed by senior members who can challenge the details
  • Optionally, we can look at:

    • the responsiveness, analysing the quality of reactions to mail, chat, phone, etc.

    • the omnichannel approach, by ‘mystery shopping’ in the physical location

Results
  • Customers who do annual benchmarking have a better understanding of the marketplace, and of the importance of convincing internal stakeholders
Learning
  • The market is more fluid than before the pandemic, in part because of new players. This requires more frequent benchmarking