2023 Update:
AutoTrader reveals 'secret sauce' in latest mystery shopper exercise.
Performance in People has been working with AutoTrader since 2018, delivering a mystery shopping programme in support of their annual Retailer of the Year Awards. The findings of the mystery shopping activity have revealed some interesting trends in the customer journey...
Click here to read more on AM Online (Automotive Management)
Dec 2022:
Performance in People (PiP) is delighted to continue its support of AutoTrader’s annual Retailer of the Year Awards for 2023 and beyond.
Mystery Shopping the Top 1,000 Retailers
The awards celebrate the best customer experience from the top 1,000 retailers each year from within Autotrader’s massive network. To support the awards process, which takes place over a 6-9 month period, PiP conducts approximately 1650 mystery shopping assessments utilising a mixture of email, telephone and visual / online and virtual mystery shopping approaches.
2022 Winners
There are 3 winning categories around customer experience including; Retailer stocking fewer than 50 vehicles, Retailer stocking 50-100 vehicles, and Retailer stocking more than 100 vehicles. In 2022 Promotors, Humphries & Parks, and Harwoods were all recognised.
PiP & AutoTrader partnership since 2018
PiP has supported the awards since 2018. The telephone and visual elements of the awards utilise PiP’s award-winning Behavioural Measurement Score® (BMS®) methodology.
Jamie Muir from Autotrader commented:
“Over the last few years, we’ve set out to understand how our retailer partners are performing when it comes to delivering a great customer experience. To achieve this, we turned to Performance in People.
They have worked with us over the years to enable us to assess the performance of our partners, from the smallest independent car retailers to the largest franchise retailers.
By using their BMS®, we have gained an accurate view of how consumers really feel when engaging with our partners and we are able to feed this back to each partner involved, ultimately helping them to deliver a better customer experience and helping to develop our relationship with them.
We have actively shared the findings of each of our mystery shopping campaigns and, by using the reports that Performance in People provide, have been able to specify what areas need improvements across the industry. The upshot is that since we commenced this annual process, we have seen sustained improvement in the customer experience being delivered by our retailer partners.”
