Performance in People - Mystery Shopping


PiP continues to improve customer experience for Mitsubishi Motors in the UK for over 15 years!

Tuesday 26th September 2017

Mitsubishi Motors in the UK is Performance in People’s (PiP’s) longest standing client and has been working together since 2002! Originally starting with a small telephone mystery shop programme, we now provide today a comprehensive range of services across their sales and aftersales divisions. Customer experience measures include: video, telephone, email mystery shopping and customer satisfaction surveys.

Mitsubishi Motors has been building cars since 1917 with its UK operation established in Cirencester in 1974, and by the time import quotas ended in 1996 average annual sales were around 10,000 units, with a high mix of 4x4 vehicles. In 2000 a new management team took over and a new strategy was implemented for fleet business, product and pricing and new terms for dealers. Mitsubishi soon became the fastest growing Japanese marque in the UK and annual sales more than doubled between the years 2000-2005.

A key focus for the Management team at Mitsubishi Motors in the UK has been on ‘Excellent Service’ and with the specific needs of customers of its off-road and plug-in hybrid vehicles, Mitsubishi Motors in the UK recognise that their key point of differentiation is to provide all of their customers, staff and associates with Excellent Service. Therefore, this is a priority for Mitsubishi not only today but also moving forwards when ever-more advanced and exciting vehicles will see more and more customers choosing a Mitsubishi vehicle.

Sharon Townsend, General Manager - Service, commented,

"It has been amazing to have PiP as part of the Mitsubishi family for the last 15 years. They have helped us to nurture our feedback mechanisms to give us a complete view of the Mitsubishi Customer Experience.  Using the many tools that they provide, we continue to provide Excellent Service to all our customers and we are proud to display these results as dealer star ratings on our website”.

Mystery Shopping | Training | Audits | Customer Surveys

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