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

Mystery Shopping

Our range of mystery shopping services are delivered to clients from diverse sectors - retail clothing stores, shopping malls, automotive dealerships, financial services, and public sector organisations.

Today the availability of mystery shopping has matured and we are able to offer a full portfolio of mystery shopping services, from internet/email enquiries through to recorded telephone mystery shopping calls and mail-outs. Performance in People are also the pioneers and the UK's leading provider of the industry's fastest growing sector, video mystery shopping.

"We help build sales performance, increase customer satisfaction and accelerate staff development"

The demand for sophisticated mystery shopping is now greater than ever. Higher consumer expectations, greater regulatory requirements and increased competition make customer service 'the difference that makes the difference'. In virtually all industry sectors, businesses are focusing more energy on mystery shopping services to monitor the delivery and quality of customer service. Today there is a clear recognition that a competitive advantage in customer service experience achieves increased sales results!

We conduct national programmes of mystery shopping for clients across a range of industry sectors:

Retail - Our mystery shoppers conduct visits into high street retail chains or shopping mall outlets. Mystery shop visits usually require our mystery shoppers to buy an item of clothing.

Automotive - Our clients include major global manufactures and UK dealership groups. We deliver a range of mystery shopping activities, including new and used car physical visits, telephone and email enquiries. We also conduct vehicle service audits which can include the setting of predefined faults to be rectified.

Financial Services - We can deliver mystery shopping activity across retail banking, mortgage services and full regulated financial services. These can include branch based or home based visits. Our programs deliver comprehensive reporting for customer service, sales performance and compliance.

Hospitality - Within the hospitality sector our clients recognize the need to deliver an exceptional customer experience every time their customers come for dinner! Our mystery shoppers are trained to evaluate all aspects of service delivery, presentation, food quality and hygiene.

Call Centres - Mystery shopping into call centres is becoming increasing popular. Call centre managers focus on specific briefs or topics and then test the quality of service delivery. Recorded mystery shopping calls are available for review online, making this a highly effective and call centre customer service training tool.

Public Services - We have extensive experience of working within the public sector and have a thorough understanding of the nature of government-led quality initiatives. Our mystery shopping teams are experienced in local authority, economic development, labour market and health service environments and are familiar with the constraints within which public sector management teams must operate.

Programme Set Up

Prior to the commencement of any mystery shopping activity, it is important to clearly define the sales and service standards that you wish to measure. Once established these become the measurement criteria for the reporting process.

Report formats will typically comprise sub-sections, to reflect the key moments in the customer journey and any specific 'moments of truth' you wish to monitor. The sub-sections comprise a set of objective questions that can be answered 'yes' or 'no', with a numerical score for 'yes'. Each question is accompanied by a marking definition to explain the requirements to be fulfilled to achieve a positive score.

Click here to read about RESPONSE, our online reporting facility. RESPONSE is provided as standard with all our mystery shopping programmes.

DEMONSTRATION

We can provide access and user guide to demonstration data on response demo request