Performance in People - Mystery Shopping


Great success for PiPs Programme Support Taster Workshop!

Thursday 6th June 2019

Performance in People (PiP) is pleased to share with you the great success of our Programme Support Taster Workshop, held Wednesday 5th June at The Oxford Belfry. PiP welcomed a number of organisations across an impressive variety of brands, including: John Lewis, Waitrose, Nissan, Marks & Spencer and Outdoor Cycle Concepts.


The aim of the taster workshop was to introduce leading brands to the various programme support packages PiP provide, which are best used in conjunction with existing customer experience measures, such as Video Mystery Shopping. Supporting your customer experience programme with the relevant training and coaching measures is key for success; staff within management positions need the right tools in place to positively utilise mystery shop output which is best used to develop individual and team performance.


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 understanding the simplification behind how BMS® is scored and then applying it in many scenarios across different retail environments.”

Outdoor Cycle Concepts

Great content, energy from the trainer and support from other staff at PiP.”

John Lewis

“interactive session – really engaging. I liked the whole day. There was a good mix of information and exercise.”

“I enjoyed the coaching part in the afternoon, in particular the example of the 4 coaching styles. The trainer was energetic and brought the models to life.”


“the best bit for me was seeing the real life examples. It was a great opportunity to hear from other clients who work with PiP.”

Marks & Spencer

“It was great to learn about the different services PiP offer.”

Performance in People is experienced in delivering training and coaching programmes to support existing customer experience measurement tools. If you would like to find out more information about the different courses we have to offer 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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