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…


« ProTyre16 of 16Vauxhall »

General Motors

Performance in People beat off stiff competition to win the prestigious account having proposed a fully integrated programme that would measure and develop the customer service and sales performance levels across all of Vauxhall's UK retailers. Most importantly, the programme emphasizes on both improving new customer acquisition and existing customer relationships. The main body of the programme utilizes Video Mystery Shopping activities (this is where assessors visit retailers posing as customers; their experiences are captured via state of the art hidden video cameras and provided back to each retailer to improve sales and service standards). With 55% of human communication conveyed through body language, Video Mystery Shopping is a key element in monitoring, measuring and evaluating experiences against prescribed standards or promises of a company like Vauxhall. 

Unlike any other service, Video Mystery Shopping allows team members to review their performance, allowing a much deeper recognition and understanding of customer service performance, and so creating sustainable changes in staff behaviour.

"It was clear from the start that Vauxhall were not going to compromise on this programme. They have a very clear objective in mind and that is firstly to ensure that every individual that interacts with their retailers (whether by visiting, telephoning or electronically) has an exceptional customer experience, and secondly, to ensure that best practice sales techniques are being adopted to maximize sales conversions.

It's great to see such an influential automotive company going to such lengths to ensure flawless customer service across their network. The introduction of a comprehensive mystery shopping programme demonstrates Vauxhall's dedication to their customers and their determination to provide the best service.”

Mike Dalloz, Managing Director, Performance in People

Vauxhall's partnership with Performance in People clearly shows their desire to take the company to the next level of service, by developing its customer service potential:

“It is important that existing customers and new prospective customers have a great experience when they come into our retailers and we want to guarantee that our customer service is not only exceptional on the forecourt and in the showroom, but that our after sales service is just as effective when handling service enquiries. Performance in People is a perfect fit for us. Their experience in the industry meant they really understood our needs. This, combined with an impressive use of technologies to provide highly refined systems and processes, ensured that we are getting the highest quality output together with industry leading online reporting capabilities.”

Paul Franklin-Slattery, Retailer Relationship Manager, GM UK & Ireland

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