November 2025 Update:
Lexus’ Commitment to Exceptional Customer Experience: Q2 2025 Finalist Chetan Tankaria
Lexus’ dedication to delivering a consistently premium customer experience came to life through the success of Chetan Tankaria of Lexus Edgware Road, who was named our Q2 2025 BMS® Champion Finalist. His outstanding video mystery shop performance showcases how Lexus’ investment in service excellence translates directly into real customer interactions.
Champion Mindset: Chetan’s Secrets to Exceptional Customer Experience
In his interview, Chetan shares the mindset and behaviours that define memorable service - highlighting the small details that leave a lasting impact, the importance of adapting to individual customers, and the BMS® behaviours that elevate every interaction.
One of his standout insights? “Don’t sell.” His philosophy on prioritising trust and connection over sales pressure embodies Lexus’ people-first approach, offering a refreshing perspective on what true premium service looks like.
Watch his full interview below 👇
2018:
Lexus Selects PiP to Enhance Customer Experience and Sales Performance
Following a competitive tender process, Performance in People (PiP) was selected as the preferred customer experience agency to help Lexus further develop customer experience and sales performance. Alongside the development of a Europe-wide mystery shopping programme, Lexus integrated a new programme for their contact centres designed to measure and develop customer service behaviours. The programme was integrated with PiP’s proprietary Behavioural Measurement Score® (BMS®).
Andy Connelly, Customer Experience Manager at Lexus commented;
“We’ve had a range of measurement programmes within the business previously but PiP’s offering, particularly the insight BMS® provides, has given us a deeper understanding of how we can positively affect customer experience across our contact centres. This, coupled with PiP’s emphasis on equipping teams and featured operatives with impactful coaching resources, has aided our relentless drive for industry-leading levels of service excellence.”
Mike Dalloz, CEO at PiP added;
“It has been a real pleasure working with Andy and the team at Lexus. Right from the start, Lexus has embraced a number of our strategies including BMS®. Along with providing a platform to measure and develop customer experience, through BMS®, we are able to provide Lexus with comprehensive industry benchmarking and detailed reporting around customer service behaviours in contact centre environments.”
