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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

In house Mystery Shopping Development

Developing an in-house mystery shopping capability offers flexibility and an opportunity to engage your 'real' customers in service improvement.

We train your customers to be mystery shoppers! A well proven method is to engage customers in a telephone mystery shopping programme, using recording equipment supplied by Performance in People.

In some sectors, the complexity of creating 'real' scenarios can be logistically challenging, particularly when an in-depth customer history is the norm. Performance in People has developed an innovative solution for clients in these sectors - we train a select group of your customers to conduct their own mystery shopping and provide the training materials, technical competency and mystery shopper training to run an in-house programme.

Smart organisations obtain customer research feedback to achieve subjective information regarding the quality of service being delivered. Our customer-operated mystery shopping training programme provides the capability for customers to take this reporting to an entirely new dimension. Performance in People's training programme will transform your selected customers into competent mystery shoppers able to deliver an effective in-house mystery shopping programme.

The mystery shopping results are used to improve service performance to even higher levels, with the active help of customers and user groups.

A typical programme format for an in-house mystery shopping programme would include:

Initial meeting to establish organisational need and reporting requirements
Development of mystery shoppers' training materials
Sourcing of suitable mystery shopping (typically) telephone equipment
Training events for selected 'customers'
Mystery shopping scenario development - in partnership with customers
Mystery shopping activity
Data collection and review
Informed management decision making, in partnership with customers