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Performance in People - Mystery Shopping
 

Performance in People works with some of the World’s leading brands to improve customer service, sales and customer experience management and delivery. All of our clients have a common objective: consistent delivery of excellent customer service and sales performance across their UK network. 


 

 

        Watch our client testimonial video!

Performance in People’s range of services includes:

Performance in People is the UK’s leading customer service business, providing services throughout the UK. We have over 50 Head Office staff and a nationwide team of more than 35,000 mystery shoppers, researchers, and auditors.

Performance in People’s online reporting platform tracks all aspects of our clients’ performance from excellent customer service, to examples of poor customer service. Our system also provides a range of applications to ensure that our clients improve customer service, sales and customer experience, therefore delivering the complete customer service management tool.

 

 

mystery-shoppingMystery Shopping: The latest and most powerful way of experiencing the reality of customer service being delivered to your customers.
  
  • ProTyre

    "Having established a good operational discipline in my business that was performing in line with the market I was looking for the ‘X Factor’ that would move my business to the next level. I believed that I had the right people in my team and that ultimately they would be the ones would make the difference. They were technically good and very disciplined but we lacked the X Factor and we did not have full commitment at all levels.

    Working with PiP and in particular the Continue and Begin™ coaching model we have made very significant progress. We have far greater ownership of issues at all levels and real commitment to improve our performance. It is not uncommon to hear comments like 'The Continue and Begin™ coaching tool has changed my life both inside and outside of work!’

    Our business results have improved in a very tough market and I am certain that our involvement with PiP has been a key factor."

    Simon Hiorns, Retail Director

  • Argos

    Performance in People launched a highly comprehensive and engaging mystery shopping programme, which has had a significant impact on Argos customer service standards.

    “First and foremost are how professional Performance in Peopleis and their attention to detail. Mystery Shopping has improved performance within Argos, and certainly from a customer service angle, by some fantastic measures. The information and reporting side of the PIP platform is really detailed. Far and away the most powerful thing we have done in most recent times to help improve customer service within Argos stores.”

    Matt Brooks, Client Services Manager, Argos

  • Halifax Bank of Scotland

    “We decided to look around at a number of different training consultancies. We wanted someone that matched our requirements, both in terms of our culture, our passion, our enthusiasm and we stumbled upon, through recommendation by Visa, Performance in People. 

    As soon as we met Performance in People we knew that we’d got the right people – they certainly matched our expectations, and it was all about developing the training needs analysis and so on. Now, we have had a magnificent relationship with these guys, going forward, and it really has benefited all of us. 

    The benefits that we have had, some of them we expected, but some of the other benefits we didn’t expect. We didn’t expect people to look forward so much to the training events themselves. We thought they would see that as a bit of a chore, and that they would come away from these things having learnt a few things…the percentages are, I think, you remember 10% of what you learn on a training course. 

    Through working with PiP but also through using with our own training coaches, we’ve seen that retention of knowledge just be sky high, because of the events themselves, because of the commitments that we’ve made to affirming that knowledge after the event, and we hope to continue that relationship with PiP going forward for a considerable amount of time.”

    Stephen Webster, Head of Customer Services, Personal Lending, HBOS (Halifax-Bank of Scotland)

  • Your Move

    Your Move Estate Agents with 340 branches nationwide, commissioned Performance In People to carry out an extensive video mystery shopping exercise across their branch network.

    Performance in People sent their assessors posing as potential buyers into each of Your Move’s offices to enquire about local properties. Wearing hidden video cameras, they captured the entire customer experience and provided a full evaluation of the level of service offered together with the general image of the company.

    This programme was the first of its kind to be conducted nationally for a UK estate agency chain. Each Branch was scored on how staff presented themselves and the company, how they handled customer queries and their level of efficiency, knowledge and helpfulness. Your Move was also interested to see how effectively their computer based property viewing system, Preview, which streamlines the whole house buying and selling process for customers, was being used. 

    "At Your Move we are determined that our customers have no cause for complaint. The aim of the programme was to show us exactly what level of service our customers receive and see Your Move through their eyes. The results of the programme have been extremely positive, they have enabled us to recognise high levels of service performance, identify areas for improvement and provided us with an exceptional training tool."

    Melanie Cowall, Your Move Estate Agents

  • Mercedes

    Mercedes have recognized for some years, the benefits that a properly planned mystery shopping programme can bring to their organization, explains John Fossey Sales Development manager for Mercedes Car Group. ‘What we were looking for, was to take our mystery shopping programme to the next level, to add real value in terms of performance measurement and sustainable improvements in the customer experience’. Mercedes Car Group undertook a comprehensive tender selection process to find the most appropriate supplier.

    ‘We selected PiP for several key reasons, firstly we already knew that they had a wealth of experience in running high volume programmes, when we visited their premises, we could see how they had developed their own technology infrastructure to provide highly refined processes and quality standards, that really fitted with us as an organizational. In addition their proposal centered on fulfilling two key criteria, initially developing a bespoke web-reporting platform that provided seamless accessibility for appropriate personnel to all mystery shopping data, being able to review telephone calls, complete action planning and provide a suite of consolidated reporting, all available online. This facility also integrated with our centralized training function identifying training needs and ensuring implementation. Secondly PiP focused on the need to translate mystery shopping output into real changes in staff behaviour. This was achieved by delivering coaching skills training to all our sales managers together with a prescribed mechanism for reviewing the mystery shopping activity. The key to consistent improvement was through ensuring a consistent review process, not just for the staff featured within the mystery shop, but as a learning tool for all customer facing staff within each retailer’.

    John Fossey, Sales Development Manager, Mercedes Car Group

  • Kwik Fit

    For many years Kwik Fit have been passionate about the quality of service delivered to its customers. 

    ‘We are number one in the market place and we recognize that exceptional service is what customers look for. Working with Performance in People, we have been able to build a highly successful programme that captures the realities of our customers’ experiences and provides a platform for each of our service centre teams to improve the customer sales experience, influence customer loyalty and ultimately maximize sales opportunities.’   

    David White Customer Service Director, Kwik Fit

    The Kwik-Fit Group is the largest independent automotive parts, repair and replacement specialist in Europe and one of the largest in the world. With 1,800 service outlets across Europe it employs 9,000 people. Kwik-Fit has national UK coverage of 670 service centres and more than 200 mobile tyre fitting vehicles, making it the UK’s leading tyre, exhaust, brake and MoT specialist. The Group, established in 1971, is owned by PAI Partners. The pan European private equity firm completed its acquisition of the Group in August 2005.

    Kwik-Fit has received more than 50 business and customer awards. Most recently it was voted ‘best fast fit’ company for the 13th year running at the Fleet Excellence Awards. 

  • Virgin Media

    Performance in People have worked with Virgin Media for a number of years delivering a range of mystery shopping, performance improvement activities and training programmes.

    “I’ve worked with numerous suppliers over the years within other businesses that I have worked for and I rate Performance in People as definitely the best. They are always looking to improve the programme and always receptive to new ideas. I think the way that they work is very hands on, we work very closely together. The way that the whole programme is managed from start to finish is really positive.”

    James Coleman Tye, Talent & Development Lead Business Partner at Virgin Media

    “PiP have worked hard to ensure our internal trainers are comfortable and confident in the delivery of Continue & Begin Fast Coaching. Their enthusiasm and attention to detail have ensured we feel capable as a business to really make a difference using fast coaching. The positive impact Continue & Begin is having in Virgin Media is already shining through. Managers and coaches are focussing on behavioural coaching rather than the traditional technical coaching and is reaping great benefits. The support PiP offer on an on-going basis will ensure the impact the model is having will continue. Continue & Begin is part of our DNA now and long may that continue.”

    Simon Connolly, Head of Training & Development at Virgin Media

  • General Motors

    Performance in People beat off stiff competition to win the prestigious account having proposed a fully integrated programme that would measure and develop the customer service and sales performance levels across all of Vauxhall's UK retailers. Most importantly, the programme emphasizes on both improving new customer acquisition and existing customer relationships. The main body of the programme utilizes Video Mystery Shopping activities (this is where assessors visit retailers posing as customers; their experiences are captured via state of the art hidden video cameras and provided back to each retailer to improve sales and service standards). With 55% of human communication conveyed through body language, Video Mystery Shopping is a key element in monitoring, measuring and evaluating experiences against prescribed standards or promises of a company like Vauxhall. 

    Unlike any other service, Video Mystery Shopping allows team members to review their performance, allowing a much deeper recognition and understanding of customer service performance, and so creating sustainable changes in staff behaviour.

    "It was clear from the start that Vauxhall were not going to compromise on this programme. They have a very clear objective in mind and that is firstly to ensure that every individual that interacts with their retailers (whether by visiting, telephoning or electronically) has an exceptional customer experience, and secondly, to ensure that best practice sales techniques are being adopted to maximize sales conversions.

    It's great to see such an influential automotive company going to such lengths to ensure flawless customer service across their network. The introduction of a comprehensive mystery shopping programme demonstrates Vauxhall's dedication to their customers and their determination to provide the best service.”

    Mike Dalloz, Managing Director, Performance in People

    Vauxhall's partnership with Performance in People clearly shows their desire to take the company to the next level of service, by developing its customer service potential:

    “It is important that existing customers and new prospective customers have a great experience when they come into our retailers and we want to guarantee that our customer service is not only exceptional on the forecourt and in the showroom, but that our after sales service is just as effective when handling service enquiries. Performance in People is a perfect fit for us. Their experience in the industry meant they really understood our needs. This, combined with an impressive use of technologies to provide highly refined systems and processes, ensured that we are getting the highest quality output together with industry leading online reporting capabilities.”

    Paul Franklin-Slattery, Retailer Relationship Manager, GM UK & Ireland

  • Mitsubishi Motors

    Performance in People provides a range of Automotive solutions, which include mystery shopping and customer satisfaction research. 

    We know that successful programmes need action from the featured outlet teams. PIP programmes promote activity at local store/dealer level when results are published. This includes the self-evaluation of mystery shops, and an alerts system to ensure all customer complaints are dealt with promptly. Our systems keep central management fully informed of progress and the action plans created from the results.

    “The level of service that we get from Performance in People is just exceptional.  The quality of work and reviews they give are very strong. You can measure the scores that the dealers are receiving and how the scores have improved.”

    Clive Messenger, Head of Corporate Sales & Remarketing,Mitsubishi Motors

  • Transport for London

    For London Underground, mystery shopping has been used as an important tool to measure and improve standards, when the programme came up for re-tender, London Underground were looking for a supplier who could bring the highest quality standards and the use of new technologies to the bring programme into a new dimension.

    "The level of service delivered to our customers has always been a top priority for us. To achieve consistently high levels of service we have used recorded telephone mystery within our call centres as an important measurement and staff development tool. In February 2006 after conducting an extensive tender selection process, we chose Performance In People to become our new mystery shopping provider. We were particularly impressed with their technologies and the ability to listen to all mystery shopping calls via their online facility; this combined with comprehensive reporting capabilities and significant cost savings has resulted in a much improved programme." 

    Mandy Wheeler, Transport for London

  • B&Q

    Performance in People embarked on a training and development venture for the sales departments of kitchens, bathrooms, and conservatories within B&Q. 

    “We chose ‘PiP’ above their competitors, as they were renowned for the expertise in the field of mystery shopping through covert operation; together with their ability to put their findings into training and development and hence drive business results. …they produced a rigorous sales and service training package evolving from what they had witnessed through mystery shopping a large selection of our stores. They did this by writing a two day training workshop that they trained into our Sales Support Managers, who in turn delivered it to our in store sales people; through effective coaching ‘one to one’ from PiP employees.

    The net results were outstanding, as we witnessed significant revenue and profit increases year on year over a two-year period. In addition to this, we also experienced a vast increase in market share, which saw us grow from third to first in the U.K. for kitchen project business.”

    Mat Morgan, Sales Development Team, B&Q PLC

    “We have a really great relationship with Performance in People. The products they offer are really high quality and the best I have seen in the market. The programmes that PiP ran for B&Q have had a great impact on the business. We have seen an increase in average order value within Kitchens, Bedrooms and Bathrooms and an increase in conversions from leads to sales, so good results!”  

    Becky Woodward, Head of Leadership & Management Development, B&Q PLC

  • Volvo

    Performance in People, specialists at measuring and improving customer service and sales performance skills, has announced a programme with Volvo Car UK Ltd.

    Performance in People was hired by the car manufacturer to undertake an extensive mystery shopping and dealer coaching programme. It embarked on a range of mystery shopping programmes across Volvo's UK dealer network to measure and develop the behaviour required to deliver a better customer experience. In addition, it has organised a coaching programme to develop sales teams and managers to improve the customer experience. 

    "This has been a very exciting programme. Volvo wasn't just interested in measuring performance standards, they were committed to achieving sustainable changes in behaviours," says Mike Dalloz, Managing Director, Performance in People.

    "To achieve this we had to go to the heart of all dealerships and transfer coaching capabilities in how to recognise, encourage and develop all levels of sales and service performance. Combining a mystery shopping programme with coaching for Volvo's managers has meant translating the company's highly successful P.R.I.D.E. service standards into measurable structured reporting, so delivering a robust, credible programme that provides high quality and accurate material for the newly empowered coaches to work with." 

    Following on from the success of the coaching programme for sales managers, Volvo have extended the programme to all aftersales managers.

Thu 16 Oct 14

The Customer Engagement Programme is designed to establish the core explicit service standards. Performance in People (PiP) undertake...

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