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Offices

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

Video Mystery Shopping

Video mystery shopping is the latest and most powerful way of experiencing the reality of service being delivered to your customers. It is the best way to monitor and measure these experiences against your prescribed service standards or sales processes.

By using video mystery shopping material through a structured review process customer-facing staff can review their own performance and that of their colleagues (with the featured member of staff's agreement). Used well, your organisation can create fundamental changes in the way colleagues deliver service to customers.

Each video mystery shopping evaluation is conducted by one of our national team of video mystery shopping trained assessors. Their experiences are captured via state-of-the-art hidden video recording equipment and are fed back to our clients on DVD (other formats available), together with an evaluated report of each visit. Each video mystery shop includes footage of:

  • External store appearance
  • Internal visual merchandising
  • Staff presentation
  • Facial expressions
  • Verbal & non verbal body language
  • Compliance with sales/service standards

All captured from the eyes and ears of the customer

Each video mystery shopping evaluation is subjected to rigorous quality control measures at our head office. This includes sound and picture quality (including camera framing), assessor credibility, delivery of personal information, plus brief compliance and reporting accuracy. In the event that a video mystery shopping evaluation does not meet our high standards of delivery, it is repeated without additional charge.

Video mystery shopping visits are accompanied by extensive individual and summary reports.

Performance in People conducts national video mystery shopping programs for over 100 retailers, automotive manufacturers, financial service institutions, hospitality and leisure and public service authorities.

DEMONSTRATION

We can provide a free web demonstration of our online management report tools demo request