In March 2021, Nissan undertook a competitive tender process to identify a customer experience agency that had the capabilities to develop a world class programme of mystery shopping activity across both Sales and Aftersales divisions. The objective was to provide Nissan with insights around customer experience delivery while providing a genuine value-add tool to help improve sales and service performance. Selected as the preferred agency, Performance in People (PiP) developed a programme of activity that incorporated full network Physical, Telephone and Accompanied Mystery Shopping. PiP’s accompanied mystery shopping programmes (Customer Vehicle Servicing & Handover Mystery Shopping) utilises professional mystery shopping assessors to accompany real customers, covertly video recording their experience. The programme is integrated with PiP’s proprietary and award-winning methodology The Behavioural Measurement Score® (bms®) which has enabled Nissan to measure, develop and benchmark key customer service behaviours.
Amanda Jones from Nissan commented:
"PiP demonstrated industry leading capability to develop and deliver a major programme of mystery shopping across both our sales and aftersales divisions. From commencement, programme delivery has been exemplary and our combined 360 mystery shopping programme has provided unique and invaluable insights that have allowed us to drive process improvements across our national dealer network. PiP’s bms® methodology has given us a unique understanding of colleague behaviours and we are excited to be working with the team at PiP to launch a new digital mystery shopping programme, measuring both the quality and timelines of online response."
If you are interested in finding out how Performance in People could help develop Customer Experience within your business, contact us today!
email@example.com or 01983 568080.