The UK’s Best Customer Experience Measurement
When it comes to delivering customer service excellence, we’ll help you get your ducks in line
As the largest UK mystery shopping company, you can rely on us to deliver the biggest, most complex customer experience programmes on time to the highest quality.
Process is what we want our people to do, Behaviours is how we want them to do it. Our unique Behavioural Measurement Score (BMS®) measures and improves the face-to-face and telephone behaviours that impact most on customer experience.
If the current focus is purely on the latest sales transactions, we can make your customers’ potential lifetime value consideration part of the service proposition.
We can help your people to fly! By focusing our programmes on their development, as much as the measurement of performance
Our Services
Mystery Shopping
Performance in People has organically grown to become the largest UK mystery shopping company, able to deliver on time to the highest quality the biggest and most complex programmes.
Customer Service Standards Consultancy
As experts in customer service we offer a range of consultancy services to develop your explicit service standards.
Training and Coaching
Our Training and Coaching workshops help to develop your people in delivering customer service excellence
Audits
Performance in People provides a range of site auditing services, including automotive audits and retail audits.
Contact Centre Support Services
Call Centres are now recognising that customer satisfaction is heavily influenced by the customer service behaviours exhibited by the call operators.
Why you should work with us
What people say about us
‘Once you see how valuable video is and how BMS® is such a positive coaching tool, never want to go back to the traditional questionnaire mystery shop’
'Vauxhall Motors has recently rolled out an extensive training programme across the entire retail network focusing on the BMS® skills and their importance in delivering an outstanding customer experience. The resulting change in BMS® measurement scores has been significant, this translating to a 5% point increase in Vauxhall Motors top box scoring for customer recommendation.'
‘By introducing the Behavioural Measurement Score® into our Mystery Shopping programme at PANDORA, it has allowed us to distinguish between the actual steps within the Mystery Shopping programme, and the way in which those steps are delivered. We don’t want it to be a ‘ticking the box’ exercise, we want to be thinking about how our behaviour impacts the experience of the customer.'
