Performance In People
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Case Studies

Mercedes

‘PIP focused on the need to translate mystery shopping output into real changes in staff behaviour’

John Fossey Sales Development Manager, Mercedes Car Group

Mercedes have recognized for some years, the benefits that a properly planned mystery shopping programme can bring to their organization, explains John Fossey Sales Development manager for Mercedes Car Group. ‘What we were looking for, was to take our mystery shopping programme to the next level, to add real value in terms of performance measurement and sustainable improvements in the customer experience’. Mercedes Car Group undertook a comprehensive tender selection process to find the most appropriate supplier.

‘We selected PIP for several key reasons, firstly we already knew that they had a wealth of experience in running high volume programmes, when we visited their premises, we could see how they had developed their own technology infrastructure to provide highly refined processes and quality standards, that really fitted with us as an organizational. In addition their proposal centered around fulfilling two key criteria, initially developing a bespoke web-reporting platform, that provided seamless accessibility for appropriate personnel to all mystery shopping data, being able to review telephone calls, complete action planning and provide a suite of consolidated reporting, all available online. This facility also integrated with our centralized training function identifying training needs and ensuring implementation. Secondly PIP focused on the need to translate mystery shopping output into real changes in staff behaviour. This was achieved by delivering coaching skills training to all our sales managers together with a prescribed mechanism for reviewing the mystery shopping activity. The key to consistent improvement was through ensuring a consistent review process, not just for the staff featured within the mystery shop, but as a learning tool for all customer facing staff within each retailer’.