Performance in People (PiP) is proud to work with nearly all automotive manufacturers!
Being market leaders and taking dominance in the auto industry puts us in a unique and privileged position to be able to compare, benchmark, and provide invaluable customer experience insights within the industry.
Our video mystery shopping programmes enable us to understand, and validate, every element of the customer journey.
EV and ICE inconsistencies
Electric Vehicles (EV’s) are starting to become mainstream in line with the government target of ending all traditional combustion engines by 2030. Within the last three years, there has been a real focus across the auto industry with EV training and measuring Sales Execs knowledge and performance with electric vehicles. Back in 2019, the general customer experience with electric vehicles was poor but a continued emphasis on this has seen a sustained improvement across the industry.
However, even after the huge investment in EV training within the industry, there are still key differences and inconsistencies in the sales journey when comparing electric vehicle enquiries to the traditional internal combustion engine.
Research Report: What was measured?
Within the EV vs Internal Combustion report we measured like-for-like performance across the following to understand key points of differentials:
- Vehicle Demo
- Test Drive
- Closing the Sale
Within EV enquires we were also able to measure specifics around how Vehicle Range was explained and if the Vehicle Charge was demonstrated. Additionally, we were able to provide benchmarking with the Behavioural Measurement Score® (BMS®), the recently awarded “Best CX measurement in the UK”. This enables us to showcase the specific differences in behavioural performance between EV and ICE enquiries. In theory, there shouldn’t be any difference but there was!
The key findings from the insight report showed that the customer experience with EV still shows room for improvement in multiple areas in comparison to the traditional combustion engine experience. One interesting point was the range of experiences within the industry with some manufacturers delivering a near-perfect customer experience with EV enquires and others still showing significant room for improvement.
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