Performance In People
Pascall House,
Westridge Business Park
Cothey Way, Ryde,
Isle of Wight, PO33 1QT
t: (01983) 568080
f: (01983) 568517
info@performanceinpeople.co.uk

Case Studies

London Underground

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.

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 have resulted in a much improved programme." Mandy Wheeler