Performance in People - Mystery Shopping


10 FAQs about BMS

Tuesday 17th September 2019

Performance in People (PiP) has put together a list of frequently asked questions about the Behavioural Measurement Score® (BMS®).

1. What is the BMS®?

PiP’s BMS® is an objective way of measuring the key behaviours that impact most on the customer experience: Friendly, Enthusiastic, Professional, Interested, Attentive and Helpful. Although process is still important, PiP recognise that process alone does not deliver an excellent customer experience; it is how the customer feels they are treated through demonstration of the right behaviours.

2. Who uses BMS®?

Since its development in 2013, BMS® has been adopted by over 100 organisations throughout the UK across multiple industries including retail, automotive, hospitality and financial. The award winning BMS® methodology has also been recognised for its value by a panel of judges at the UK Customer Experience Awards!

3. How is BMS® scored?

Each customer facing member of staff’s behaviour is measured on a scale of 0-5. There are positive and negative characteristics associated with each behaviour. If the member of staff demonstrates a positive characteristic, they gain 1 point and if they demonstrate a negative, they lose 1 point. Scoring never goes below 0 or above 5.

4. Who marks BMS®?

BMS® is not marked by the mystery shopper, it is marked by PiP’s team of Quality Controllers who are experts in BMS® marking. All Quality Controllers are rigorously trained in BMS® to ensure they fully understand the methodology, how to score BMS® and the importance of the characteristic library.

5. How do PiP ensure consistency in marking BMS®?

PIP has a dedicated BMS® Manager who closely works with the Account Directors at PiP and monitors QC’s individual scoring. The BMS® Manager conducts regular spot checks, holds 1-2-1 reviews with the QC’s and hosts monthly audit meetings. Within the monthly audits all QC’s watch and score the same visit. Characteristics are then discussed in an open forum until the group is led to a collective understanding.

To read our blog profile on our BMS® Manager, click here.

6. How can organisations get staff engaged with BMS®?

PiP recommend the following methods to get staff engaged with BMS®: sharing PiP’s BMS® animation film with all staff, organising BMS® training workshops to educate staff, creating company branded BMS® posters displaying the key behaviours and characteristics, creating branded BMS® merchandise and even focusing on 2 or 3 behaviours at a time instead of all 6.

If you would like to watch our BMS® animation film, contact us.

7. What is the best way for BMS® to be understood throughout the organisation?

PiP have a BMS® learning workshop for customer facing staff to understand how behavioural performance can affect their customer service delivery. The workshop demonstrates how the 6 key behaviours and contributing characteristics can influence a customer experience and potential sales performance. They will also learn how to deliver an excellent customer experience, above and beyond ‘process’ and ‘sales’ expectations.

To find out more about PiP’s BMS® workshop, contact us.

8. What reporting is available on BMS®?  

PiP provide valuable BMS® benchmarking data for clients to understand their specific areas of behavioural performance and how they compare within and outside of their industry. PiP can also share key statistics on how BMS® performance compares with consumer expectations.

If you would like to find out more about the reporting we can provide, contact us.

9. Is there an opportunity to be rewarded for exceptional BMS® performance?

PiP’s quarterly BMS® competition gives staff featured on their video mystery shop the chance to win up to a £500 prize along with a prestigious BMS® trophy, for delivering the best service experience and BMS® performance across PiP’s client base. Nominees are put forward by the Quality Control team who are experts in customer service and recognising fantastic behavioural performance across multiple industries. 1st, 2nd and 3rd winners are selected by our BMS® Manager and Senior Management team.

Click here to see PiP’s previous award winners.

10. Why is BMS® so important?

The way a member of staff makes the customer feel through demonstration of the right behaviours is influential in whether the customer returns and purchase. All of PiP’s clients recognise the importance of this and PiP’s BMS® research has also proven a link between improvements in BMS® score and how this translates into improved business results, in particular commerciality.

Mystery Shopping | Training | Audits | Customer Surveys

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