Performance in People - Mystery Shopping


PART 2: Make Customer Experience your New Year Resolution!

Tuesday 14th January 2020

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. Last week’s post discussed the value in video and telephone mystery shopping, whilst going into detail about PiP’s award winning Behavioural Measurement Score® (BMS®) methodology.

Today we will be discussing report-based and online mystery shopping methods:


Report-based mystery shopping can be easily engineered to find out information about a particular product or process. Report-based shops are particularly useful for gaining large volumes of data quickly and are best used when auditing things like product prices/discounts, processes, compliance and gaining market research information.


PiP delivers a variety of mystery shopping programmes that focus on measuring the online customer experience. PiP’s programmes can provide vital information regarding the experiences of demographic range customers making enquiries by email or visiting your website, from initial search engine location to website navigation, page accessing, making an enquiry, through to product ordering, checkout, order fulfilment and returns.


PiP’s web-based mystery shopping programmes evaluate a client’s web experience from a customer’s perspective. Often this process will be performed in conjunction with the concurrent analysis of core competitor websites. The process typically involves setting a brief for our panel of assessors to investigate specific products, services and information.


PiP’s email mystery shopping programme comprises emailing an enquiry to each nominated outlet or central facility. PiP utilises thousands of email addresses across numerous different domains to avoid detection. Contact can be made either by direct email or via the client website.


Through live chat mystery shopping, PiP will assess the digital customer experience and processes delivered by your teams in line with your service standards and expectations. The programme will provide insight into the quality, accuracy and timeliness of responses along with testing the technical ability and functionality of the online chat system, all from a customer’s point of view.


Our social media mystery shopping programmes measure the customer service delivered via online platforms such as Facebook, Twitter and Instagram. PiP uses real shoppers to send credible enquiries and the results are available for review on PiP’s online reporting platform, RESPONSE.

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 report-based and online mystery shopping methods, please contact us directly. or 01983 568080.

Mystery Shopping | Training | Audits | Customer Surveys

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