Performance in People - Mystery Shopping


Introducing BMS for Telephone Mystery Shopping!

Friday 12th January 2018

Performance in People (PiP) is excited to share that our award winning Behavioural Measurement Score® has been developed for measuring telephone mystery shopping activity, as well as visual mystery shops. PiP recognise that telephone communication is a vital aspect of the customer journey which has an impact on the overall customer experience.


Historically, mystery shopping activity has been focused on sales and process performance. It is now recognised that strong mystery shopping results can be achieved by ticking the appropriate mystery shopping process ‘boxes’ despite bland or disinterested customer interaction.

PiP’s Behavioural Measurement Score® is an objective way of measuring the key behaviours that impact on the customer experience. BMS® can be measured overtly as part of the questionnaire or covertly (marked independently without appearing on the shop-facing questionnaire). BMS® has been introduced to and adopted by a range of leading brands throughout the UK, providing valuable benchmarking data for our 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.

Telephone BMS® is measured against the following 4 key behaviours on a scale of 0-5…

If you would like to find out more information about the Behavioural Measurement Score® and how this can be integrated into visual and/or telephone mystery shops, we would be delighted to hear from you. Please contact us directly on

01983 568080 or

Mystery Shopping | Training | Audits | Customer Surveys

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