The next visit of some representative customer gets covertly accompanied. You want to:
- check provided service against brand prerequisites and market's standards.
- measure fullfillments of service standards.
Objective criteria usually is covered with standard products like minor or major inspektion, or seasonal checks. These services are mostly based on clear specifications. Service-standards are usually defined in contract between brand and garages as well.
Deviations from performance specifications or other brand standards lead to deduction of points up to exclusion from brand. Significant deviations measured in all over result give important hints where action may be required.