Performance in People is a perfect fit for us. Their experience in the industry meant they really understood our needs... read more
Paul Franklin-Slattery
Retailer Relationship Manager, GM UK & Ireland
PIP focused on the need to translate mystery shopping output into real changes in staff behaviour...read more
John Fossey
Sales Development Manager
Mercedes Car Group
February 2006 - London Underground change mystery shopping supplier
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
Spring Digital