Customer Vehicle Service Mystery Shopping
Customer Vehicle Service Mystery Shopping
is an innovative product for the automotive industry that gives the benefit of utilising a dealership's own customers. It enables retailers to measure the performance of the aftersales and servicing function, by mystery shoppers accompanying real customers and covertly video recording their service experience.
“I’m really grateful we have PiP as a partner in delivering our workshop test activity. Very easy people to work with, and you bring a lot of expertise to us – you are the best at what you do.”
Chris Rutt, Aftersales Support Manager
How does it work?
The process of a customer vehicle service mystery shop...
VISION Online Reporting Platform
Once our mystery shop assessor submits the completed mystery shop evaluation. The output is quality-controlled by our team of evaluators at PiP HQ, before it is provided to the client online via our ‘VISION’ reporting platform, along with the agreed questionnaire. The questionnaire evaluates and measures the experience against each client’s specific sales and retail customer service standards.
Along with the output of the mystery shop, (e.g. video footage, call recording, completed questionnaire etc…) VISION hosts an extensive range of reporting tools, insightful dashboards, drill-down cross-tabulated analysis, action planning, video coaching support and more...
Our VISION platform has been fully developed by our in-house IT software development team – meaning we’ve been able to build a reporting suite completely bespoke to our mystery shopping programmes and activity. The site also encompasses encrypted security with ‘Check’ approved testing, individual user sign-on capabilities and multiple levels of accessibility.
CX Lab | The Ultimate Customer Experience Insights
PiP’s in-house CX Lab is an incredibly powerful and valuable service to the organisation and their clients. The CX Lab team analyse and provide detailed bespoke insights into every single element of the customer experience, utilising millions of data points from 800+ annual mystery shopping programmes.
The CX Lab produce an extensive range of value-added insights in multi-media formats including video and audio compilations, benchmark reporting, behavioural analysis, bespoke reports, industry reports, and so much more... Find out more >
Training & Coaching
Equip your people for a successful mystery shop programme
PiP provides a range of specially designed engaging and interactive training and coaching workshops (e-Learning, virtual and face-to-face) proven to make real changes in customer-facing and managerial team members that will...
Get your people in a positive mindset and excited about mystery shopping!
Enhance the behaviours of customer-facing staff to provide excellent customer experiences, every time!
Equip your sales staff with confidence-building techniques that will boost sales!
Provide effective coaching techniques for your managers that will make real positive team changes!