Performance in People - Mystery Shopping


Turn a trick into a treat for your customers

Tuesday 31st October 2017

Today is Halloween and whilst most people will be out this evening enjoying the horrors that come with it, Performance in People want to ensure your customer experience does not follow suit!


PiP’s award winning Behavioural Measurement Score® methodology is the secret ingredient and it has been recognised by over one hundred retail, automotive and hospitality brands as the science behind great customer service.

PiP 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.

PiP created the Behavioural Measurement Score® as an objective way of measuring the 6 key behaviours that impact most on customer experience. To understand the importance of BMS® and the impact it has on customer service delivery, contact us to watch our BMS® animated introduction!


Mystery Shopping | Training | Audits | Customer Surveys

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