Case Study: ŠKODA

Performance in People has been working closely with ŠKODA to create a powerful customer experience programme to engage the UK network.

Performance in People has been working closely with ŠKODA to create a powerful customer experience programme to engage the UK dealership network. This programme includes a combination of mystery shop methods including video mystery shopping, telephone mystery shopping and email mystery shopping which helps to celebrate success and create sustainable change.

“It has been a pleasure to work with Performance in People over the past year, who have played a key role in helping to drive our business forward as we continue to enhance the customer experience through the delivery of our Driven By Something Different Strategy. The ŠKODA Sales Mystery Shop programme has formed a key part of that, providing us with an effective insight into the customer journey which has given us the data and understanding to make impactful changes.”

Adam Bham, ŠKODA UK Operations Executive

A little bit of ŠKODA history

Ever since the automotive industry’s pioneering days, the ŠKODA brand has been turning out cutting-edge technologies and inventions. Their devotion to refining people-moving technology initially found expression in bicycles, followed by motorcycles and, ultimately, industry-leading cars. At ŠKODA, life began not on four wheels but on two. The founders Václav Laurin and Václav Klement started out making bicycles in the 1890s, and went on to produce motorcycles before they eventually progressed to manufacturing automobiles in 1905.