Performance in People - Mystery Shopping


Audi UK presented 1st Place for PiPs Q3 BMS Awards!

Tuesday 2nd January 2018

Performance in People (PiP) is thrilled to share with you Craig Lofthouse from Milton Keynes Audi has been awarded 1st place in our quarterly BMS® competition for Q3 2017.

At PiP we have the privilege to work with world class brands to help drive customer service excellence. A large part of that is utilising video mystery shopping as a positive development tool. As each of our clients utilises the Behavioural Measurement Score® (BMS®) to measure behaviours, it enables us to compare performances across multiple industries e.g. automotive, retail, hospitality etc.

PiP recognise ultimately the quality of customer service interaction is driven by behaviours and not process, which is why BMS® is such a key focus area for our clients. A customer will not always remember what you did but they will remember how you made them feel.

The BMS® awards started in 2017 to recognise and reward the top 3 behavioural performances across our entire client base each quarter. The top performers win an engraved BMS® trophy, a bottle of champagne and vouchers up to the value of £500.00. There is a strict selection process and to win an award requires an outstanding performance.

PiP conduct over 10,000 video mystery shops each quarter and each visit is independently watched and scored on their BMS® performance by the Quality Control team. If the BMS® performance within a video mystery shop is excellent it is nominated for the BMS® awards. The nominations are then shortlisted to 10 by PiP’s BMS® Manager. The top 10 visits are then scrutinised and selected by a panel of Account Directors before the top 3 selections are made.

Craig was selected as the BMS® top performer for quarter 3 2017 and displayed extraordinary behaviours. Top marks were acquired on all 6 key behaviours and Craig had a natural ability with rapport building and understanding the customer. A professional and relaxed approach was demonstrated which helps to keep the customer at ease during the journey – it was clear there was a genuine interest in helping to identify a solution that would be best suited to the customer. The award also shows the dedication and importance that Audi and Jardine Motors place on customer service while always aiming to exceed customers’ expectations. 

Watch a short clip that demonstrates Craig’s excellent performance!

Image from left to right: Kirsty Macpherson – Audi Sales Support Manager, Craig Lofthouse – Audi Business Manager, Lloyd Rae – Account Director at PiP, Rob Ellis – Audi Sales Excellence Coach. 

Mystery Shopping | Training | Audits | Customer Surveys

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