October 2023 update:
Last week, we welcomed the media team from Audi UK to record some footage for their upcoming national conference with our Sales & Marketing Director, Lloyd Rae.
Their network has achieved record-breaking BMS® scores, propelling Audi UK up the BMS® league table for their excellence in customer experience.
Click here to read more!
July 2023 update:
Performance in People (PiP) has been supporting Audi’s customer experience programme since 2016. This has incorporated regular video and telephone mystery shop activity across their new and used car networks across the UK.
Behavioural Measurement Score® (BMS®) is linked with customers' propensity to purchase and return so getting this right is crucial to delivering customers service excellence. Since the start of 2023, Audi has focussed on driving their BMS® performance to new heights. To achieve this objective Audi has rolled out the following virtual training with PiP:
- CBX (Coaching & Behaviours for Services Excellence) for Sales Managers. This game-changing coaching methodology incorporates a module on BMS®.
- BMS® Direct for Sales Executives. This helps to communicate the importance and power of BMS® and its positive impact on customer interactions
The feedback from the workshops highlighted how the delegate's overall understanding and knowledge of BMS® has increased. 99% of delegates stated their training objectives have been met with 95% saying that the course has improved their ability to give a great customer experience.
Kirsty Macpherson, Sales Support Manager at Audi gave us the following feedback on the workshops:
“Launching CBX and BMS® Direct workshops has been transformational for our network. Integrating a coaching mechanism to Managers and BMS® knowledge direct to customer-facing staff has been key to driving improvements.
The centres who took part in the training have seen their BMS® results increase from an average 3.6 BMS® to 4 BMS®, and we’ve seen other positive consequences with a performance increase in network test drive and follow-up”.
The improvement in BMS® means that an average of 91.6% of genuine customers would purchase from an Audi centre.
Please contact training@performanceinpeople.co.uk if you would like further information on courses around the game-changing, revenue-driving, award-winning BMS® methodology.
2016:
Following an intensive tender process, Performance in People is delighted to announce that we have been selected to supply sales mystery shopping services for Audi UK.
The Audi Group, with its brands Audi, Lamborghini and Ducati, is one of the most successful manufacturers of automobiles and motorcycles in the premium segment. It is present in more than 100 markets worldwide and produces at 16 locations in twelve countries. In the second half of 2016, the production of the Audi Q5 will start in San José Chiapa (Mexico). 100 percent subsidiaries of AUDI AG include quattro GmbH (Neckarsulm), Automobili Lamborghini S.p.A. (Sant’Agata Bolognese, Italy) and Ducati Motor Holding S.p.A. (Bologna, Italy).
In 2015, the Audi Group delivered to customers approximately 1.8 million automobiles of the Audi brand, 3,245 sports cars of the Lamborghini brand and about 54,800 motorcycles of the Ducati brand. In the 2015 financial year, AUDI AG achieved total revenue of €58.4 billion and an operating profit of €4.8 billion. At present, approximately 85,000 people work for the company all over the world, about 60,000 of them in Germany. Audi focuses on new products and sustainable technologies for the future of mobility.
“Audi UK is a premium automotive brand recognised for its quality, innovation and customer service excellence. When we set out to engage a new mystery shopping supplier we looked for an organisation that lived by these same values. In the time that we have been working with Performance in People they have already demonstrated a unique approach which we have not experienced with previous suppliers. Their experience, knowledge and passion for what they do is remarkable and together we are building a programme we are all genuinely proud of.”
Jacquiline Harvey, Sales Development Manager, Audi UK
