Performance in People - Mystery Shopping


Measure the success rate of training through video mystery shop!

Friday 8th February 2019

Companies can invest thousands of pounds into rolling out a new training initiative across the business and have limited knowledge of how successful it has been and to what extent it’s been understood by the network. In order to measure post-training success rate, businesses need to have a tangible measurement in place.

Video mystery shopping is a great tool to measure staff knowledge and compliance. It provides an accurate and indisputable account of the level of service being delivered to your customers. Conducting a wave of video mystery shop activity following training activity provides insight into how well the initiative has landed with the network and whether there are any specific areas that need further support. Video mystery shop output can also be used as an exceptional coaching tool to encourage and develop a continuous improvement culture within the business, which ultimately will improve the level of service being provided to your customers.

Whether you have rolled out training around customer service, your new or existing sales processes, or products, Performance in People (PiP) can work with you to tailor mystery shop briefs to target specific areas you’d like to measure. All mystery shop output is available to view on PiP’s online reporting platform, RESPONSE. Here you can access detailed reports which drill down into key areas within the mystery shop report, you can compare national and individual performance and view statistics around how the Behavioural Measurement Score® (BMS®) has been measured per outlet.

PiP’s reporting platform also includes a self-assessment function. Self-assessment requires the member of staff to watch the mystery shop footage and self-evaluate the performance by marking a select number of questions from the questionnaire. Once self-assessment has been completed, the full report and score becomes available to view. PiP has mechanisms in place to monitor the length of time it has taken to complete the self-assessment. This helps ensure people aren’t ‘fudging’ the process. Self-assessment is a great tool to encourage engagement from the network and use the output to its full potential. The online action planning facility also supports staff in the coaching process once the mystery shop has landed.

Training on its own is temporary – it’s great for providing a ‘quick fix’, but without some kind of regular review, all that learning will soon wear off. A regular mystery shopping programme is a great tool that goes hand-in-hand with training; it will embed learning by using the output to coach and develop your people.

PiP has a number of training packages designed to support existing mystery shop programmes through engaging content; the Continue & Begin Fast Coaching® methodology is designed for managers to effectively use the mystery shop output to coach and develop their staff. Our workshop on the Behavioural Measurement Score® helps staff understand the impact of delivering great behaviours and in turn, an excellent customer experience.

If you would like to find out more about the mystery shopping services or programme support programmes PiP deliver, contact us directly. or 01983 568080.

New Code Continue & Begin Fast Coaching® is a Registered Trademark of Continue and Begin Limited (CBL) licensed by CBL to Performance in People Limited as an authorised and independent reseller of CBL training materials.

Mystery Shopping | Training | Audits | Customer Surveys

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