What is CVS?
Customer Vehicle Service Mystery Shopping (CVS) is an innovative product used by Performance in People (PiP) for the automotive industry. This approach leverages a dealership's own customers to assess the quality of aftersales and servicing. By having a mystery shopper accompany an actual customer and discreetly record their service experience on video, retailers gain valuable insights into their performance.
How does it work?
Where genuine customers are used alongside our mystery shoppers, the first step in the CVS programme is recruiting a genuine customer scheduled for a service. These customers are offered incentives and invited to participate. PiP then pairs the customer with one of its video mystery shoppers. On the day of the service, the customer meets the mystery shopper, who discreetly records the entire service experience while pretending to be a relative or friend. Following the visit, a pre-determined questionnaire is completed, and the customer is encouraged to provide their own feedback and comments about the experience.
The Team
Performance in People has a dedicated team that expertly manages, coordinates, and delivers Customer Vehicle Service Mystery Shopping (CVS) programs for our clients. Alongside our experienced field-based video mystery shoppers, the head office operational team includes:
• Team Leader: Oversees the successful delivery of programmes, ensuring they meet client expectations, adhere to deadlines, and uphold the highest quality standards.
• Programme Coordinators: Manage the daily operations of the mystery shopping programs. They work closely with clients to understand their objectives, design tailored briefs and questionnaires and communicate with shoppers and customers.
• Quality Controllers (QCs): Ensure every mystery shop meets strict quality standards, including sound, adherence to briefs, and credibility. They are also CX experts, scoring each visit using prescribed questionnaires and assessing staff behaviours with our award-winning Behavioural Measurement Score (BMS®) methodology.
Want to know more?
If you're interested in finding out more about our Customer Vehicle Service Mystery Shopping Programme, send us an email: enquiries@performanceinpeople.co.uk
