Person to Person Quality has been a priceless partner for our bank. Marc and his team are flexible, agile and quick to respond to our wishes and the rapid changes of our industry. As our needs have evolved over the years, P2P has worked with us to ensure that our customer experiences continue to improve and enhance our brand. Not only have we seen specific improvements year after year, but we have seen tangible results in employee performance, branch competency and customer acquisition and retention. Our customized program not only provides quantitative and qualitative feedback on prospects and insight on existing customers, but serves as one of the most valuable coaching tools we have in our company.
Jason A. Huffman
Vice President & Director of Customer Experience
Union First Market Bankshares
Person to Person Quality helps us ensure that our salespeople are effectively communicating our unique approach to selling cars to prospective customers who call, email, or visit one of our showrooms. The customized mystery shop reports we receive are a great training tool for our managers to identify areas of improvement for the performance of our sales teams. That’s why we’ve been working with Person to Person Quality since 2003.
President of Maryland-based auto dealer group with 18 franchises in three states
Travel Traders has been working with Person to Person Quality since 2005, when we asked them to set up a mystery shopping program to evaluate service quality and employee integrity in all of our stores. Since then, Person to Person Quality has completed thousands of mystery shops for us nationwide. The program has helped us to recognize our star employees, improve employee performance and the customer experience, and address loss prevention issues.
Our mystery shopping program supports our commitment to delivering an exceptional customer experience in our stores, and we are able to use the program to demonstrate this to our landlord partners. We receive summary reports that break down the results by store, district, and region; our specialised reports tell us important details such as which of our employees used 'suggestive selling' techniques. Marc Ciagne has even attended our annual conferences in South Florida to present the shop results to our managers. Person to Person Quality is a great company to work with, is responsive to our evolving needs, and has always provided Travel Traders excellent service.
Executive Vice President
Travel Traders LLC
Travel Traders LLC operates over 190 retail stores in 190 hotels across 30 states and the Caribbean.
Sandy Spring Bank has subscribed to the Greater Washington Banking Study for the past three years and I believe we’ve gotten real value from it. The qualitative information we gain from the branch mystery shops is one way for us to validate that we’re providing the experience for clients that we strive for, and to compare ourselves to a local benchmark group. Person to Person Quality is responsive and easy to work with, and we have the opportunity to have input into the design, without the cost of a custom survey; in my opinion, a win-win!
VP, Market Research & Analysis
Sandy Spring Bank
Person to Person Quality
3919 Old Lee Highway, 81A
Fairfax, VA 22030
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