Together with Performance in People’s (PiP’s) fantastic reporting website, which gives clients instant access to statistics and understanding of how their network is performing, PiP have a dedicated Insights Team that pull together bespoke client reporting. Along with these personalised summary reports, our specialist team offer supporting video/audio clips and compilations. This proves to be invaluable for many clients that share the decks regularly throughout their businesses.
As a result of working with numerous brands and sectors (retail, hospitality, automotive sales, automotive aftersales etc.) it is possible for the Insights Team to also pull together unique statistics. By collaborating with so many world-class brands, PiP are able to effectively benchmark and compare them to each other. We assess how they perform, including on a behavioural level, using our award-winning methodology, BMS®.
Electric Vehicle Industry Benchmarking
As an example of one of the most recent exclusive reporting offerings, PiP have been benchmarking electric vehicle (EV) sales for our automotive sales clients. By 2030 the combustion engine will be off the market in the UK, so it’s clear why EV are fast becoming the focal point of car manufacturers across the world. Here, in the UK, in 2021 EV sales increased by a massive 76.3%. In March 2022 the number of new EV registrations hit 39,315 cars which is over double the entire EV units sold in 2018!
PiP have been working with our automotive clients over the last few years to determine how to measure performance when selling Hybrid and Electric Vehicles and whether this impacts their customer service. The Insights Team over the last couple of weeks have pulled together 2022 quarter 1 stats and the results present some interesting findings!
When measuring Sales Consultant’s, across the various manufacturer’s, there was huge performance disparity with explanation of vehicle range during physical appointments.
HOW OFTEN RANGE IS DISCUSSED WITH EV’s
This inconsistency was proven again when we measured another key aspect for prospective EV customers – charging the vehicle:
HOW OFTEN CHARGING IS DISCUSSED WITH EV’s
Behavioural Measurement Score® Benchmarking
At PiP we know behaviour is a key element to delivering excellent customer experience. Through BMS® benchmarking we found that EV Automotive Sales in Q1 2022 had an average score of 3.55 (out of 5) across the brands measured.
When we compare this to when Hybrid/Electric was in the earlier states of being Mystery Shopped by PiP, the average score was 3.10. This indeed shows that, over time, Sales Consultants have improved (going up by 0.45 points). This is owing to them being more confident with the greener technology; this comprehension, in turn, feeds through into the behaviours being demonstrated, boosting the scores, which is great news for the manufacturers.
As the UK gears up to go electric for 2030, PiP will continue to benchmark and report findings to our clients for that extra added value we continue to strive to provide.
If you are interested in conducting mystery shopping or quality assurance within your business and would like to know more information, contact us today!
Email enquiries@performanceinpeople.co.uk or call 01983 568080.
