Performance in People have been working together with CUPRA Aftersales since March 2023. During this time together we have delivered a range of services including training, coaching and aftersales mystery shopping activity. We are currently implementing monthly service, MOT and diagnosis lead time mystery shop enquiries across their full network.
The aim of these services is to implement quality improvements to both their customers journey and staff members alike ensuring retailers are fully stocked and equipped to provide an outstanding service to their customers.
CUPRA: Doing Things Differently
CUPRA is the unconventional challenger brand that brings together emotion, electrification, and performance to inspire the world from Barcelona. Launched in 2018, CUPRA has its corporate headquarters and CUPRA Racing division in Martorell (Barcelona), in addition to a global network of specialised points of sale, including flagship CUPRA Garages.
As the latest and youngest brand in Volkswagen Group, CUPRA’s strategy is based on doing things ‘Another Way’ – so we focus on the attitude that sits behind the brand: delivering a differentiating proposition for those that want to go against the crowd - challenging conventions, agile and entrepreneurial by nature.
One Aftersales
Performance in People delivered CBX and BMS® training for CUPRA staff which has been a huge success and is now going to be implemented across all other Volkswagen One Aftersales brands including SEAT, Škoda and both VW personal and commercial vehicles.
VW One Aftersales are a team of experts, working across five remarkable brands to deliver sustainable and profitable growth. Running a complete aftersales operation that interfaces directly with the VW group’s retail network. The quality and speed of One Aftersales servicing is a vital long-term customer loyalty tool, so it’s vital to make sure that retailers have the training and support they need to meet brand standards.
Delivering Industry Leading Customer Experiences
We heard from Volkswagen Group's Aftersales Experience Manager Stuart Cox, who commented on his experiences working together with us at Performance in People.
“As a brand, CUPRA strives to deliver industry leading customer experiences which maximise customer loyalty and satisfaction, the Behavioural Measurement Score® (BMS®) insight we receive from PIP supports us on this journey.
We approached PIP to gain visibility of booking lead times across a variety of Aftersales enquiries, which also provided the BMS® insight. After reviewing the mystery shop insight, we decided to enrol the CUPRA Service Advisors/Aftersales Managers on BMS® and CBX training sessions to empower them with the BMS® knowledge and coaching tools to help them deliver even higher levels of customer service."
"Feedback from delegates has been positive and the retailers who attended saw an uplift in BMS® scores of >0.6. To further validate the improvement, we observed CX metrics for the same period and could see a significant uplift across Overall satisfaction and Customer Treatment metrics. We are now rolling out CBX and BMS® training sessions across other brands within the One Aftersales network!”
Measuring and improving staff behaviours through BMS®
The Behavioural Measurement Score (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.
BMS® measures 6 key behaviours (face-to-face) and 4 key behaviours (telephone). Each behaviour is objectively measured on a scale of 0-5 by identifying positive and negative characteristics (from an extensive characteristics library).
Improvements in BMS® are proven to link directly to improvements in customer satisfaction surveys, voice of the customer and NPS measures.
At the UK Customer Experience Awards, BMS® was crowned a Gold award winner for the UK’s Best Customer Experience Measurement. Not stopping there, PiP and BMS® also received a bronze award for Best Customer Experience Innovation, and is now recognised as the science behind delivering a great customer experience.
BMS® has now been adopted by over 100 UK organisations, becoming their methodology for measuring and improving customer service behaviours and providing valuable benchmarking data to understand their specific areas of behavioural performance and how they compare within and outside of their industries.
