Performance in People (PiP) has conducted research across thousands of video mystery shops to find out how the Behavioural Measurement Score (BMS®) affects the Net Promoter Score® (NPS®) and ultimately the commercial impact (the likelihood of a customer making a purchase).
We found some interesting and insightful statistics. Here’s what our research told us…
HOW DOES BMS® IMPACT NET PROMOTER SCORE® (NPS®)?
HOW DOES BMS® IMPACT COMMERCIAL PERFORMANCE?
BMS® is scored on a 0-5 scale. Based on their service experience, we asked customers how likely they would be to return and make a purchase – and we discovered something super interesting!
We found the difference between scoring a 3 or 4 was substantial. The sudden jump from being 38.7% to 70.2% likely to buy and return was phenomenal - and proves just how crucial behavioural performance is when it comes to delivering a great customer experience!
Please submit your contact information below and we
will email the information directly to you.
Which information do you wish to access?