Performance in People - Mystery Shopping


Behavioural Measurement Score wins an award at the 2015 Customer Experience Awards

Tuesday 29th September 2015

Performance in People (PiP) is delighted to announce their Behavioural Measurement Score® methodology was an award winner in the ‘Insights & Feedback’ category at the prestigious 2015 Customer Experience Awards last Friday at the Park Plaza Hotel in London. The UK Customer Experience Awards celebrate and recognise the very best in Customer Experience across all sectors and multiple categories.

Performance in People has seen a trend over recent years for Mystery Shopping reporting to place more focus on behavioural measurement. This has been driven by the desire to eliminate the mystery shop that delivers a high score, because process compliance can be strong even though relationship building can be weak. The challenge historically has been to create a consistent way of measuring areas that are traditionally subjective.

There are six key behaviours that make up an organisation’s BMS® score:

PiP’s Managing Director, Mike Dalloz commented,

“We are absolutely ecstatic that the innovative work we have been doing in measuring and developing behaviours has been recognised by some of the leading professionals within the field of customer experience. What makes this particularly sweet is the realisation that we were the only independent agency submission that was recognised with an award.”


Click here for more information on the six key behaviours: Friendly, Enthusiastic, Professional, Interested, Attentive and Helpful.

Mystery Shopping | Training | Audits | Customer Surveys

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