Performance in People - Mystery Shopping


How video mystery shop can support your customer experience needs

Tuesday 8th January 2019

Performance in People (PiP) has been working with world-class brands across multiple sectors to deliver compelling mystery shopping programmes for over 19 years.

Video mystery shopping is the latest and most powerful way of gaining a true and honest account of the experience received by your customers. PiP’s mystery shoppers record their experience via covert state of the art video cameras, providing the video footage together with a completed questionnaire of the experience.

PiP has recognised that whilst the sales process is still important an important factor to be considered, the behaviours demonstrated by a member of staff are influential in the delivery of a great customer experience. PiP’s award-winning Behavioural Measurement Score® (BMS®) is an objective way to measure the key behaviours demonstrated on a visual mystery shop.

BMS® has been adopted by a range of UK organisations, providing valuable benchmarking data for clients to understand their specific areas of behavioural performance and how they compare within and outside of their industry. Improvements in BMS® has also proven to link directly to improvements in independent Customer Satisfaction Survey/Voice of the Customer/Net Promoter Score® measures.

PiP has a self-assessment function which requires the featured member of staff to review the video footage online and score the visual mystery shop report based on what they have observed. All mystery shop evaluations are scored by PiP during the quality control process and the completed report will not become available until the member of staffs’ self-assessment has been completed. This process allows staff to fully engage in their mystery shop footage and use it to its full potential rather than focusing purely on the score.

Video mystery shop output also provides a fantastic coaching tool that Managers can use to develop their team. PiP recommends the Continue & Begin® Fast Coaching (C&B®) model which creates rapid behavioural change in team members through effective people development and takes just a few minutes to apply. C&B® is used to help people achieve their personal development ambitions, built on confidence gained from recognising their existing competences by promoting ‘positivity’ and celebrating personal successes. It aids the strengthening of the individual’s ego, before considering opportunities to operate ‘differently’, or ‘even better’.

If you would like to find out more about video mystery shopping or the training courses that can be used to support existing mystery shop programmes, contact us directly. We would be delighted to hear from you! or 01983 568080.

Mystery Shopping | Training | Audits | Customer Surveys

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