Performance in People - Mystery Shopping

Case Studies

Performance in People works with some of the world’s leading brands to improve customer service, sales and customer experience delivery. See how our innovative customer service solutions have improved our client’s performance…


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Performance in People has been selected to maximise Ford of Britain’s national dealership network potential through a mystery shopper programme, to further improve its sales performance and customer experience.  Ford has the UK’s largest dealership network and highest market share, at over 14 percent, and has selected Performance in People to increase its sales share even further.
David Cross, Quality & Loyalty Manager at Ford of Britain commented,
“Mystery Shopping has always played an important role in trying to understand the experiences of customers. More recently however we identified that we needed to take our customer experience to the next level, so we launched a comprehensive tender selection process to find a supplier who could deliver a programme that would really engage our dealer network. Following this process, we were delighted to award the contract to Performance In People. Their innovative approach, professionalism and sheer enthusiasm will be very well received by our dealers as we launch our new programmes during 2018”
Mike Dalloz, Managing Director of Performance in People added,
“It has been a real pleasure working with David and his team. Right from the start Ford was impressed by our Behavioural Measurement Score and was determined that the programme place equal emphasis on both process and behaviours. Furthermore there was a recognition that the mystery shopping output needed to be reviewed in a consistent and structured way to ensure that dealers got the most out of every mystery shop. Early signs are very encouraging that together we will build a new programme that we are truly proud of.”

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