Delivering great customer service isn’t a one-off achievement - it’s a culture that must be nurtured, guided, and continuously improved. That’s the philosophy behind ‘Grow’, our comprehensive customer experience improvement programme designed to support leading brands in building stronger, more consistent performance across every location.
With engaging training and mystery shopping activity supported by advanced analytics and benchmarking from our CX Lab, ‘Grow’ ensures your entire estate has the tools and knowledge to raise standards and stay ahead.
What Is the Grow Programme?
Grow is a proactive, training-led programme that helps organisations embed outstanding customer experience behaviours at every level. It includes:
- National Launch Workshops to engage and align store teams
- Management support training via CBX®
- BMS® e-learning fundamentals course for customer-facing staff
- Regular video mystery shopping to monitor service delivery
- Advanced insights from our CX Lab
- Ongoing engagement tools like self-evaluation and online action planning
The Grow Programme in Action
Step 1: Launch Workshop – Setting the Foundation
The programme begins with an interactive Launch Workshop designed to build understanding and excitement across your network. It introduces teams to the new programme, the Behavioural Measurement Score (BMS®), and how video mystery shopping will be used as a positive tool for coaching and development.
👉 Read more about launching a mystery shop programme ➝
Step 2: CBX® Training – Coaching Behavioural Excellence
Store and department leaders take part in CBX (Coaching & Behaviours for Service Excellence) workshops, where they learn how to analyse behavioural data from mystery shops, coach effectively, and drive real cultural change in their teams.
👉 Explore the CBX training workshops ➝
Step 3: BMS® E-learning – Empowering Frontline Teams
All customer-facing staff complete the CPD-verified BMS® e-learning course, an engaging module based on the award-winning Behavioural Measurement Score® methodology. It equips employees with an understanding of what great service looks like and how their behaviours impact the customer experience.
👉 Discover the BMS® e-learning programme ➝
Step 4: Ongoing Video Mystery Shopping – Continuous Visibility
Grow includes regular waves of video mystery shopping across the network. These video shops offer authentic, real-world customer feedback that is easy to understand and impactful to share. Every interaction is scored against the BMS® framework and turned into actionable insight. Other mystery shopping formats also complement the Grow model, such as telephone, email, live chat, and social media mystery shopping activity.
👉 Find out more about Video Mystery Shopping ➝
Exclusive CX Lab Insights – Turning Data into Development
What sets Grow apart is access to Performance in People’s CX Lab - our powerful hub for behavioural insight, benchmarking, and continuous learning. As part of Grow, your business benefits from:
🎥 Video Compilations
We create curated highlight compilation videos from each mystery shop wave, showing the most effective (and least effective) behaviours. These clips are ideal for:
- Team coaching
- Internal training
- Leadership briefings
- Best practice sharing across your network
📊 Benchmark Data
Compare your performance to national and industry benchmarks:
- Access our twice-yearly UK Customer Experience Report
- See how you stack up against over 60 leading brands
- Gain insights into your sector’s latest service trends
🔍 Deep-Dive Analytics
The CX Lab also offers detailed analysis of:
- Key customer experience processes (e.g. greeting, qualification, follow-up)
- Impact questions and behavioural breakdowns
- Store engagement trends and coaching opportunities
- Blended reporting (e.g. combining both video and telephone mystery shop data)
Tools to Drive Ownership and Action
Grow encourages development at store level by providing tools to drive self-awareness and accountability:
📝 Self-Evaluation Tools – Empower managers and staff to self-assess performance by watching the video or telephone mystery shop recording, before gaining access to the completed, scored report.
✅ Online Action Plans – Help teams set goals, track improvements, and take ownership of their personal development: “What am I going to do differently or even better next time?”
These tools support a performance-driven culture while keeping engagement positive and collaborative.
Why Choose Grow?
Grow is ideal for organisations looking to:
- Build consistent customer service behaviours across every site
- Access benchmarking and behavioural insights from over 60 brands
- Use video evidence to bring training to life and make improvement engaging
- Enable self-led development at local level with tools that drive accountability
Whether you're in retail, automotive, housebuilding, hospitality, or finance, Grow helps align teams, improve service behaviours, and create customer experiences that drive loyalty and business success.
Ready to Grow with Us?
If you're looking to develop a high-performance customer experience culture across your network, Grow is your next step. It’s inclusive, empowering, and packed with insight - everything your team needs to perform at their best, together.
Contact us today to learn how Grow can be tailored to your brand’s customer experience strategy.
