Performance in People - Mystery Shopping
 
 

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Make Customer Experience your New Year Resolution!

Tuesday 7th January 2020


With Christmas out of the way and the New Year underway, many people will have committed to resolutions to support their objectives (whether personal or work-related) for the year ahead. The importance of delivering an exceptional customer experience cannot be underestimated; in today’s tough conditions businesses need to ensure they invest in improving the experience for each of their customers.

Performance in People (PiP) is the market leader in the mystery shopping industry and has over 20 years’ experience delivering compelling customer experience programmes for world-renowned brands throughout the UK.

Over the next couple of weeks, we will be going into detail about the various customer service strategies PiP offer which would help you make 2020 a year to remember.

VIDEO MYSTERY SHOPPING

Video mystery shopping is the latest and most powerful way of experiencing the reality of service being delivered to your customers. It is the best way to monitor and measure these experiences against your prescribed service standards or sales processes. The video output is an exceptional coaching tool for developing customer facing staff and sharing best practice. PiP’s video mystery shopping can also include our award winning Behavioural Measurement Score® which provides invaluable research into how 6 key behaviours and more than 200 corresponding characteristics impact on the customer experience (read further for more information about the BMS® research methodology below). The video output is marked against an accompanying report and available for review on PiP’s online reporting platform, RESPONSE.

*PiP also conducts accompanied customer mystery shopping programmes that utilises real customers. These programmes allow clients to measure certain parts of the customer journey that would otherwise be missed e.g. the handover of a new car.  

TELEPHONE MYSTERY SHOPPING

Telephone mystery shopping is a highly effective way of measuring and developing the quality of service delivered by your call handling teams. Telephone calls are conducted by our experienced field-based assessors, routed through our state-of-the-art digital remote recording technology. Once the call is completed, the audio output and questionnaire are reviewed and available for review on RESPONSE. BMS® has also been adapted for telephone mystery shopping programmes and gives a true insight into the behaviours delivered through a telephone customer experience.

THE BEHAVIOURAL MEASUREMENT SCORE® (BMS®)

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 developed an objective way of measuring the key behaviours that impact on the customer experience which is available for video and telephone mystery shopping activity. BMS® has been adopted by over 100 UK organisations, 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. BMS® is also proven to link directly to improvements in independent Customer Satisfaction Survey/Voice of the Customer/Net Promoter Score measures.

Watch this space for further blog posts which explain in depth the products and services PiP can provide. If you would like to find out more information about BMS®, video or telephone mystery shopping, please contact us directly.

enquiries@performanceinpeople.co.uk or 01983 568080.

Mystery Shopping | Training | Audits | Customer Surveys

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