Performance in People - Mystery Shopping


Fantastic Success for PiP Programme Support Taster Workshop!

Tuesday 9th October 2018

Performance in People (PiP) is ecstatic to share with you the huge success of our Programme Support Taster Workshop, held last Thursday 4th October at The Oxford Belfry. We welcomed a number of organisations across an impressive variety of brands, including: Mercedes-Benz, Crew Clothing, Volkswagen, Ford, Volvo, Cotswold Outdoor, Lexus, KFC, Vauxhall and Clarks.


This workshop introduced delegates to the variety of programme support packages PiP provide that are best used in conjunction with existing customer experience measures, such as Video Mystery Shopping. PiP emphasise the importance of supporting customer experience programmes with the relevant training and coaching measures; this will ensure people within management positions have the right tools to positively utilise mystery shop output and develop their teams.

The first part of the workshop shared PiP’s approach in the development and creation of explicit service standards. PiP is experienced in working with organisations across multiple sectors to map out an explicit set of process and behaviour standards to help achieve a level of consistency within the network. It’s really important for all staff within an organisation to know what these expectations are in order for them to deliver a good customer experience. 

The second part of the workshop focused on the award-winning Behavioural Measurement Score® (BMS®) that’s been utilised by over 100 world-class brands. Delegates were introduced to the key behaviours that influence the customer experience for face to face and telephone communication. This highlighted the importance of delivering an excellent customer experience that is above and beyond ‘process’ and ‘sales’ expectations.

The final part of the workshop provided a taster of the robust coaching methodology, New Code Continue & Begin Fast Coaching® (C&B®). C&B® creates rapid behavioural change in team members through effective use of language patterns and ego boosting strategies. C&B® is particularly helpful when reviewing recorded mystery shopping output as a positive developmental tool.



The best bit for me was meeting with other clients and learning about their experiences.


Engaging activities. Potentially opportunity to use coaching structure.


I really enjoyed the session on Continue & Begin® and would like to think about how we could utilise this.

Cotswold Outdoor

This workshop provided a good introduction. Engaging trainer. Understanding the Behavioural Measurement Score® was the best bit for me.


I was mostly interested in the coaching element. The interactive sessions were great and  conducted with added humour.


The workshop brought to life how it could work within our business. The trainer was great! Engaging, positive and an energy-giver! The practical coaching session was the best bit with the townhouse activity.


The best parts of the workshop were the different exercises and the videos that were used.


Performance in People is experienced in delivering training and coaching programmes to support existing customer experience measurement tools such as Video Mystery Shopping. If you would like to find out more information about the courses we have to offer or would like to attend our taster workshops in 2019, contact us directly. or 01983 568080.

New Code Continue & Begin Fast Coaching® is a Registered Trademark of Continue and Begin Limited (CBL) licensed by CBL to Performance in People Limited as an authorised and independent reseller of CBL training materials.

Mystery Shopping | Training | Audits | Customer Surveys

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