Team reviewed website UX defaults, mystery-shop lead delivery issues, and lead-handling practices. Key outcomes: investigate/remove unwanted default behavior (zip/payment estimate), rerun mystery shop after resolving IP-rate limits, and fix photo ordering and reporting gaps.
Discussed unexpected defaults (payment estimate and saved zip), the missing initial zip popover, and whether site should auto-fill based on saved cookies. Participants noticed the site defaulting to a previously saved ZIP and showing the payment estimate without an obvious way to opt out. The historical behavior (a popover prompting ZIP on first entry) has changed. The group debated whether the behavior is caused by retained cookies/cache and whether it should be corrected or made optional. An escalation email will be sent to address the flaw.
Mystery shop revealed IP-based submission limits caused many dealers to miss leads; the team needs a workaround and to redo the test. The team preloaded unique phone numbers and submitted many site leads simultaneously. New IP protocols limited submissions per IP within short windows, which caused two-thirds of dealers to not receive the leads. This discovery invalidates the initial mystery-shop results and requires a re-run after implementing a distributed submission approach or coordinating with platform vendors.
Emphasis that texting and calling outperform email; best-practice is to send multiple contact channels quickly and add CRM notes. Team agreed most customers respond by text or phone, and email is low-performing. Recommended practice: attempt text first, call if no response, and send email only when needed; always add notes to CRM and retry communication via multiple channels within a short window.
Conversion report was removed from PPN; team pulled year-to-date data separately and found a 74% win rate; website scorecard was strong (9/10). A favored conversion report was removed centrally; the presenter pulled cross-source data and reported a 74% win rate vs RDRs—highlighting strong follow-up performance. Monthly site score was high (9/10), with availability windows as the main risk area.
Photos were mis-sorted in the inventory platform; manual resorting was required and V Auto transfers may not preserve categories reliably. Several vehicle photo sets were found unsorted or in miscellaneous buckets; the presenter manually resorted all listings. The team noted distrust of relying solely on V Auto for correct sorting and will continue manual verification.