Performance in People has been working with Vauxhall Motors since 2006 and provides a comprehensive customer experience programme which includes video, telephone and email mystery shopping.
How you make the customer “feel” has a critical influence on whether the customer chooses to buy and return. The Behavioural Measurement Score® (bms®) methodology is a key metric within Performance in People’s video and telephone mystery shopping programmes and measures the required behaviours which impact on the customer experience.
bms® is widely utilised by leading brands throughout the UK. Vauxhall Motors is passionate about bms® and strongly believes in the theory supporting it, the precision and the contributing characteristics behind each identified behaviour.
Vauxhall Motors has recently rolled out an extensive training programme across the entire retail network focusing on the bms® skills and their importance in delivering an outstanding customer experience.
The resulting change in bms® measurement scores has been significant, this translating to a 5% point increase in Vauxhall Motors top box scoring for customer recommendation. The Retail network see it as both a practical and valuable tool, supporting their goal to be a podium brand for customer satisfaction in the UK.
Richard Hughes Director Commercial Vehicles & Quality
