Performance in People - Mystery Shopping


Introducing Service Styles to BMS!

Friday 31st January 2020

Performance in People (PiP) is pleased to share with you the latest development to the award winning Behavioural Measurement Score® (BMS®) methodology that has been adapted by over 100 UK leading brands. New to 2020, PiP has launched a new marking criteria for BMS® which takes into account the different service environments.

  • Self-Select

In a self-select environment a customer will be able to buy the product without any help from a member of staff and interaction is only likely to occur when the customer reaches the till point. The transaction value in self-select environments is often quite low and the amount of time spent with the customer can be as short as a few seconds.

  • Assisted Purchase

In an assisted purchase environment, the customer will need to interact with a member of staff in order to make a purchase. During the interaction the member of staff will be required to go through the sales process to an extent, but not as in depth as taking contact details and filling out forms.

  • Full Sales Service

Full sales environments relate to big ticket or premium product purchases. In these situations, the customer will need to be taken through the full sales process in order to make the purchase.


Previously, all  video mystery shopping visits, no matter what the service environment, were marked on one criteria without taking into account the service environment. The new marking criteria considers customers’ expectations and provides a more detailed insight into the level of service being delivered. For example, the level of service expected in a local supermarket will be considerably different to the level of service expected when buying a brand-new car. The new marking criteria takes into account average transaction time in the environment and has set targets for each behavioural characteristic in order for the member of staff to be scored.


PiP has a dedicated BMS® Manager who is responsible for overseeing the marking of BMS® by all Mystery Shopping Evaluators. All Evaluators are rigorously trained in BMS® to ensure they understand the methodology, how to score BMS® and the importance of the different characteristic libraries. Individual scoring is closely monitored through regular spot checks alongside 1-2-1 reviews and monthly group audits, where all Evaluators watch and score the same film before wider group discussion.

If you would like to find out more about BMS® and the new approach to BMS® marking, please get in touch. or 01983 568080.

Mystery Shopping | Training | Audits | Customer Surveys

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