Delivering a consistent, high-quality customer experience across every location is a challenge for any customer-facing brand. That’s why we created ‘Elevate’ - a data-led, training-supported performance improvement programme that uses mystery shopping insights and targeted interventions to raise the bar for service delivery and drive real business results.
Elevate helps identify underperforming stores, deliver behaviour-based training, and track improvement to turbo-charge CX. It's already driving measurable improvements for top brands like Audi, Specsavers, and CUPRA.
What Is the Elevate Programme?
Elevate is a continuous improvement model designed to:
- Continuously raise network CX performances
- Identify underperforming stores using mystery shop scores and customer data
- Deliver targeted coaching and behavioural support
- Reinforce best practices through e-learning and manager workshops
- Measure progress with follow-up mystery shopping
It’s a scalable, evidence-based programme proven to improve customer experience, staff performance, and sales results.
Real-World Results: Elevate Case Studies
Audi UK: Driving Performance Through Insight
Since 2016, PiP has partnered with Audi, the UK’s #1 premium automotive brand. In 2023, Audi relaunched their mystery shopping programme with a new focus on Elevate.
Results:
✅ +11% increase in sales performance
✅ Improved follow-up and test drive engagement
✅ Higher independent CSI scores
✅ Positive feedback across the retail network
Specsavers: Award-Winning ROI from Customer Experience
In 2024, Specsavers adopted the Elevate model to enhance service consistency and performance across its UK network.
Their investment in targeted mystery shopping and behavioural training paid off, earning them the Institute of Customer Service National Award for Best ROI on Customer Experience Programmes.
Results:
✅ 70% of stores saw an increase in CSI
✅ +15 points average improvement performance improvement
✅ + 50-point uplift for some stores
✅ National recognition for service excellence
CUPRA: Sustaining Premium Brand Standards
CUPRA adopted Elevate to reinforce premium experiences as their UK retailer network rapidly expanded.
Results:
✅ Significant uplift in BMS® performance
✅ Increase in Customer Treatment and Customer Satisfaction metrics
✅ Reduced experience variability across the network
✅ Stronger alignment with CUPRA’s premium brand values
Why Elevate Works
Unlike generic training programmes, Elevate is:
- Targeted – Resources are focused on where they’re most needed
- Behaviour-Based – Rooted in proven customer interaction behaviours
- Data-Led – Driven by objective video mystery shopping
- Repeatable – Built for continuous improvement
The result? A consistent, high-performing, customer-focused culture that delivers real commercial returns.
Ready to Elevate Your Business?
From national retailers to automotive dealerships, Elevate is delivering measurable performance improvement across the UK. Whether you're focused on sales uplift, better customer satisfaction, or improved service consistency, Elevate gives you the tools to get there.
Contact us to learn how Elevate can be tailored to your brand’s performance goals.
