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…

 

« PANDORA8 of 20Virgin Media »

Volvo

Performance in People, specialists at measuring and improving customer service and sales performance skills, has announced a programme with Volvo Car UK Ltd.

Performance in People was hired by the car manufacturer to undertake an extensive mystery shopping and dealer coaching programme. It embarked on a range of mystery shopping programmes across Volvo's UK dealer network to measure and develop the behaviour required to deliver a better customer experience. In addition, it has organised a coaching programme to develop sales teams and managers to improve the customer experience. 

"This has been a very exciting programme. Volvo wasn't just interested in measuring performance standards, they were committed to achieving sustainable changes in behaviours.

To achieve this we had to go to the heart of all dealerships and transfer coaching capabilities in how to recognise, encourage and develop all levels of sales and service performance. Combining a mystery shopping programme with coaching for Volvo's managers has meant translating the company's highly successful P.R.I.D.E. service standards into measurable structured reporting, so delivering a robust, credible programme that provides high quality and accurate material for the newly empowered coaches to work with." 

 Mike Dalloz, Managing Director, Performance in People.

"For Volvo here in the UK thinking ahead about what matters most to our customers is a unique opportunity for us define our customer experience & differentiate our brand in the market place.
 
We have used PIP's video mystery shopping for a number of years during which time we have looked to refine our approach; moving from compliance  to delivering a coaching tool that adds insight & focus throughout our organisation. We continue to find ways of using mystery shopping to support our network development not only  at an operational level, but also by making links to our Leadership development programmes, customer journey design and product offerings.
 
Video mystery shopping allows us to see ourselves through the eyes of our customers; not only helping us get the basics right, but also by identifying the emotional triggers required to truly understand what our customers want."
 
Simon Parrott, Retail Quality & Customer Experience Manager

Following on from the success of the coaching programme for sales managers, Volvo have extended the programme to all aftersales managers.

Email this page to a colleague

 

Please submit your contact information below and we
will email the information directly to you.

 
 
 
 

Which information do you wish to access?

This site uses cookies to store information on your computer. Some of these cookies are essential to make this site work and others help us to gain insight into how it is being used.
More
These cookies are set when you submit a form, login or interact with the site by doing something that goes beyond clicking some simple links. We also use some non-essential cookies to anonymously track visitors or enhance your experience of this site. If you're not happy with this, we won't set these cookies but some nice features on the site may be unavailable. To control third party cookies, you can also adjust your browser settings. If you wish to view any policies or terms of usage that you cannot find on this website, please contact us. You can change your mind and opt-out at any time by clicking the ✻ icon above.
I consent to cookies
I don't consent to cookies