Performance in People - Mystery Shopping


Renault UK recognise the importance of aftersales mystery shopping for CX

Wednesday 20th February 2019

Performance in People (PiP) has been working closely with Renault UK for 3 years on a comprehensive mystery shopping programme that measures the aftersales experience of genuine customers who are having their vehicle serviced, MOT’d or repaired.

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. PiP has conducted over 10,000 Customer Vehicle Servicing visits across our client base; it’s evident the automotive industry recognises this as a valuable tool which provides honest insight into the customer experience.

 “It has been a pleasure to work with Performance in People over the last 3 years. The CVS programme has enabled Renault to ensure that customer experience doesn’t end at the sales process; our aftercare is vital to our customer retention and the programme enables us to monitor and improve the level of service our customers receive. Using genuine Renault customers allows us to gain truthful insight from the experience alone; using the feedback to make improvements across the network which the customer feels proud to be a part of.”

Ian Jupp – Manager, TCE Network People Deployment


For more than 120 years, Renault UK has developed automotive solutions that make mobility easy and accessible for customers around the world. This year they’re celebrating their 120th birthday!

Mystery Shopping | Training | Audits | Customer Surveys

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