PCG is our Personal Conversation Framework for Guides. Currently observations, coaching and feedback in store can be used to measure and improve the way that we interact with our customers. From 1 April, there will also be an independent, external visit, called PCG external benchmark, which is going to help stores to understand the area(s) that they need to focus on to really improve their performance and potential.
Utilising the new mystery shop programme (RISE), stores will receive multiple visits per month that will measure the key PCG stages using 20 questions.