BMS® Award Winners Announced!

We are excited to share with you our winners for Q3 2022 BMS® (Behavioural Measurement Score®) competition!

We are excited to share with you our winners for Q3 2022 BMS® (Behavioural Measurement Score®) competition!

Performance in People (PiP) runs a quarterly BMS® competition which gives staff featured on their video and telephone mystery shops the chance to win a monetary prize along with a prestigious BMS® trophy for delivering the best service experience and BMS® performance across our client base.

How does it work?

Nominees are put forward by PiP’s Quality Controllers who are experts in customer service and recognising fantastic behavioural performance across multiple industries. The winners are then selected by PiP’s BMS® Manager and Senior Management team. BMS® has recently been crowned at the UK CX Awards as ‘The UK’s best customer experience measurement’ so we really know how to find the best of the best!

What is BMS®?

PiP recognise the behaviours frontline staff deliver to customers are the driving force behind the service they provide. The Behavioural Measurement Score® (BMS®) is the strategy used to objectively measure behaviours that impact most on the customer experience.

For our video mystery shops, there are six key behaviours:

For our telephone mystery shops, there are four key behaviours:

And the winners are...

Massive congratulations to the following award winners who all delivered exceptional customer service and scored high marks for BMS®!

Q3 Video Mystery Shop Winners:

1st - Tom Hiscocks from Pandora

2nd - Ryan Barrett from Ford

3rd Belinda Loughlin from Volkswagen

Q3 Telephone Mystery Shop Winners:

1st Mark Matthews from Audi

2nd Rachael Gregory from Suzuki

3rd Sarah Coleman from Lok’nStore

Tom Hiscocks, Pandora (1st place Video Mystery Shop)
Ryan Barrett, Ford (2nd place Video Mystery Shop)
Mark Matthews, Audi (1st place Telephone Mystery Shop)

To find out more about Performance in People’s award-winning Behavioural Measurement Score®, please contact