May 2024 update:
This year we have been redefining the Workshop Test programme with One Aftersales brands (Škoda UK, SEAT UK, Volkswagen UK and Volkswagen Commercial Vehicles UK)
This new audit style activity evaluates a real customer's vehicle after the Service work has been carried out and the vehicle is ready to hand back to the customer. The assessment includes and evaluates the:
✅ Servicing process e.g. customer check-in (vehicle inspection using ‘Service Cam’)
✅ Logging service-related info via the correct systems
✅ Test drive
✅ Use of appropriate documentation (e.g. invoicing, maintenance lists and vehicle health check forms)
✅ Customer experience
The assessment of technical and process elements ensures the highest standards are being maintained within their networks, and their customers are receiving the very best service experience.
We have been delivering Workshop Test activity since 2019, and it’s been great to re-develop the programme to incorporate this new audit style approach!
December 2023 update:
Performance in People (PiP) has been working with Volkswagen since 2008, delivering a host of training, coaching, and mystery shopping services across their brands including Audi, SEAT, ŠKODA, Volkswagen and Commercial Vehicles.
The programmes we run are designed to drive quality improvements across their UK network:
Workshop Test Mystery Shopping Programme
One of those programmes we have been successfully delivering for several years is the Workshop Test activity.
Workshop Test programme include setting faults to a vehicle and then carrying out a service visits which is recorded through a video mystery shop.
Workshop test provides valuable Insight into customer treatment and fault recognition capabilities of the UK network. The UK performance data is then compared to other markets globally.
Aftersales Lead Time Mystery Shopping Programme
PiP also conducts monthly aftersales telephone lead time activity across all One Aftersales brands, covering service, diagnosis and MOT enquiries.
Telephone lead times provide an indication of resource/capacity at Retailer level and also covers process performance.
Measuring and improving staff behaviours through BMS®
Both programmes also utilise the award-winning Behavioural Measurement Score® (BMS®); the science behind delivering a great customer experience.
BMS® is a methodology developed by Performance in People, recognised as being the most effective way to objectively measure and develop the key behaviours that impact most on the customer experience.
Chris Rutt, Aftersales Support Manager at Volkswagen Group comments on the programme and relationship with Performance in People;
