From click to keys — make every step match the promise
Turn online interest into showroom sales and long-term loyalty.
South African car buyers start online and expect the same price, product and speed in-dealer. Too often the journey breaks at the hand-off: website promos don’t match the floor, finance gets murky, trade-ins feel unfair, and maintenance plans drown in red tape.
The result is hesitation, lost deals, and weak service retention. React fixes the gaps so the website, showroom and service bay tell one story.
Customer challenges
Online ↔ showroom mismatch
Promos, specs and pricing don’t line up; leads go cold; test-drive slots aren’t honoured.
Finance & pricing transparency
APR, fees, on-road costs and balloon/residual terms aren’t crystal clear.
Trade-in & delivery follow-through
Valuation shifts on arrival; accessories/“we-owe” items slip after handover.
Maintenance plan red tape
What’s covered vs excluded is fuzzy; approvals and parts ETAs drag; Right-to-Repair adds confusion.
What we need to check from the customer’s experience
Sales journey
Aftersales journey
KPIs we score
NPS Scores and C-SAT Scores can be used, but are not the way the deep detail on how your customer feels about the different branches’ service, their attention to their leads or the explanation about maintenance plan nor financial services.
What React does and how we help your brand
Mystery Shopping
— Automotive
— Automotive
See the journey exactly as customers do across digital, showroom and service (quote, F&I, trade-in, delivery, first service).
Outcome: clear parity across channels, higher Net Easy & FCR, and a focused red-flag map to act on.
Staff Engagement Program
— Sales, F&I, Service & Parts
— Sales, F&I, Service & Parts
Close the exact gaps our shops uncover: plain-language finance explainers with teach-back, trade-in transparency playbooks, delivery checklists, and service-desk scripts for plans/ETAs/approvals.
Outcome: higher Clarity Scores, faster approvals, fewer disputes—service that feels concierge-level.
Brand Engagement
— One promise, everywhere
— One promise, everywhere
Make the message and the numbers travel intact: unified offers and price-lock windows (online = in-store), 10-second plan tables, digital-to-dealer handover packs, and proactive timeline updates.
Outcome: consistent communication, higher conversion, stronger retention.
Ready to align your website, showroom and service bay?
Let’s audit your top journeys and remove the friction—so every step matches the promise.
