Performance in People - Mystery Shopping


Introducing PiPs new internal system for Customer Vehicle Servicing!

Wednesday 10th May 2017

Customer Vehicle Servicing (CVS) is an innovative product that gives the benefit of utilising a Retailers own customers. CVS enables retailers to measure the performance of the aftersales and servicing function, by assessors accompanying real customers and covertly video recording their service experience.

Performance in People (PiP) has invested into a new system which links with our existing internal management system and helps us recruit new and manage existing customers on the CVS mystery shop programmes.


The new system predominantly aids support through email communication. PiP are able to import an email template which incorporates the client’s branding requirements. This system allows the team to make amendments to the template at any given time, as and when branding or wording changes. The initial email makes it extremely straightforward for potential customers to register their interest on the programme. Each email contains a personalised link which guides the customer through the registration process. The CVS system generates this automatically without the involvement of PiP staff, meaning PiP are able to manage more applications than ever before! All responses are collated on to the system which makes it easy for PiP to recruit customers on to the programme in line with their service date. This ultimately improves efficiency and furthermore enables PiP to be price competitive.


The live progress report collates all previous data that feeds into the mystery shop programme, confirms the status and displays full visit details. The report is fully editable, populates the majority of the information itself and saves the team time which enables them to focus more time on each customer’s visit.

Mystery Shopping | Training | Audits | Customer Surveys

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