Over the past few weeks, our dedicated Insights Team have been working hard to pull together Performance in People’s (PiP) exclusive bi-annual Automotive Sales Benchmark Reporting for our clients.
PiP is proud to work with some of the world’s leading automotive brands. Working with the majority of automotive manufacturers in the UK, we have been able to produce comprehensive and incredibly powerful benchmarking insights based on thousands of video mystery shop visits during H1 (Q1 & Q2) 2022.
This enables us to measure and validate every element of the customer experience.
These tailored reports provide our clients with tangible data about how they are performing in comparison to others within the industry and are based across 17 manufacturers.
What is Benchmarking and how are scores measured?
Benchmark reporting collates the main components of the customer experience during a physical sales visit, in order to compare performance across the industry.
The report, as a whole, is broken down into 3 categories:
- Overall performance of a manufacturer compared to the industry
- Overall and individual league table performance with the award winning bms® (Behavioural Measurement Score®)
- Process performance against the industry including qualification, vehicle demo, test drive offering and follow-up
Benchmarking staff behaviours through bms®
Our clients are fully engaged with the importance of bms® in enabling their network to measure and develop key customer service behaviours.
As a result of this we are also able to provide our clients with unique, and industry leading statistics about how they perform on a behavioural level.
If you are interested in finding out how Performance in People could help develop Customer Experience within your business or wish to find out more about our insight capabilities, contact us today!