Behavioural Measurement Score (BMS®)
BMS® is a methodology developed by Performance in People, recognised as being the most effective way to objectively measure and develop the key behaviours that impact most on the customer experience.
“By using PiP’s BMS®, we have gained an accurate view of how consumers really feel when engaging with our partners. Since we commenced this process, we have seen sustained improvement in the customer experience being delivered by our retailer partners.”
Jamie Muir, Digital Content & Events Manager
At the UK Customer Experience Awards, BMS® was crowned a Gold award winner for the UK’s Best Customer Experience Measurement. Not stopping there, PiP and BMS® also received a bronze award for Best Customer Experience Innovation, and is now recognised as the science behind delivering a great customer experience.
Historically, mystery shopping has focused on process performance, where strong results can be achieved by ticking the appropriate ‘process boxes’ despite bland customer interactions. BMS® changes this by measuring the customer service behaviours that deliver a great experience.
BMS® measures 6 key behaviours (face-to-face) and 4 key behaviours (telephone). Each behaviour is objectively measured on a scale of 0-5 by identifying positive and negative characteristics (from an extensive characteristics library).
Face to Face Behaviours
Friendly
Enthusiastic
Professional
Interested
Attentive
Helpful
Telephone Behaviours
Friendly
BMS® increases customers likelihood to buy and return
Improvements in BMS® are proven to link directly to improvements in customer satisfaction surveys, voice of the customer and NPS measures.
BMS® has now been adopted by over 100 UK organisations, becoming their methodology for measuring and improving customer service behaviours and providing valuable benchmarking data to understand their specific areas of behavioural performance and how they compare within and outside of their industries.
BMS® Champions: Search for The UK’s Top Customer Service Champion
The BMS® Champion celebrates the UK’s best customer experience, judged from 25,000+ video and 35,000+ telephone mystery shops using BMS®.
Each quarter, one video and one telephone semi-finalist are selected, with overall champions chosen by a PiP panel.Winners receive a trophy, champagne, and a £1,000 John Lewis voucher - an outstanding achievement for both individual and brand.
