Performance in People - Mystery Shopping
 
 

Blog

How does BMS impact NPS and commercial performance?

Tuesday 18th April 2017


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®)?

  • An increase in BMS® of 0.1 directly increases NPS® by 6 points
  • Customers are 94.5% likely of being an NPS detractor if BMS® scored < 3.0
  • All six key behaviours had shared a similar contribution to improving NPS®.
  • ‘Friendly’ and ‘Helpful’ were marginally the biggest contributors and ‘Interested’ was consistently the lowest performing behaviour.

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!

Mystery Shopping | Training | Audits | Customer Surveys

Email this page to a colleague

 

Please submit your contact information below and we
will email the information directly to you.

 
 
 
 

Which information do you wish to access?