Performance in People - Mystery Shopping


PiP Profile: Emma Porter, BMS Manager

Friday 2nd August 2019

The award-winning Behavioural Measurement Score® (BMS®) is a fundamental element of Performance in People’s (PiP’s) video and telephone mystery shopping programmes. Today we have the pleasure of interviewing PiP’s dedicated BMS® Manager to understand more about her role at HQ, the challenges she faces and the impact BMS® has on the overall customer experience.

1. Tell me about your career history and how it has helped you to progress to BMS® Manager here at PiP.

I’ve worked in customer facing roles since I was 13 across retail and hospitality. My first ever job was as a Silver Service waitress at a sailing club, so excellent customer service standards have been instilled in me from the very start! In the past I also had a management role at a high-street fashion retailer where I was responsible for regional training for staff, part of which was in customer service standards. I started at PiP as Production Manager in 2012 and through a keen interest in how BMS® is scored, I secured myself the role of BMS® Manager.

2. What do you enjoy most about your role as BMS® Manager?

The aspect I enjoy most is being able to work with people across the whole company from different departments. I like learning about their personal perception of behaviours, and the psychology behind peoples bias and training them to counter for this to align their scoring. This role provides a good challenge too; my job involves taking something that is seemingly really subjective and making this objective through the BMS® characteristic library. BMS® is continually evolving and I enjoy being on hand to help shape and influence BMS® now and in the future.

3. How do you ensure consistency when marking BMS® across the board?

There are many approaches I take to ensuring consistency in BMS® marking. All Quality Controllers are rigorously trained in BMS® to ensure they understand the methodology, how to score BMS® and the importance of the characteristic library. I closely monitor individual scoring by conducting regular spot checks amongst Quality Controller’s (QC’s), hold 1-2-1 reviews and conduct monthly audits. The monthly audits are particularly useful. I ask all QC’s to watch the same visit and score BMS®. I then hold a meeting where we will discuss the different characteristics scored and lead the group to a collective understanding. Although it can be quite challenging at times (especially when vocal, impassioned staff disagree with the consensus) it is a credit to the staff how much they care about and believe in the metric.

4. Have you noticed any trends across different clients and industries?

The great thing about BMS® is that it’s applicable to any customer service environment. That said, in short interactions there is less time to demonstrate characteristics of all the behaviours really well, so we do see a drop off in scoring of some of the behaviours, mainly in Interested. In scenarios where the member of staff needs to be more engaged with the customer throughout a longer interaction, the scores tend to be higher across the board, but Enthusiastic is the lowest scoring.

5. How successful is BMS®? Does BMS® make a difference to customer experience?

BMS® is a huge differentiator for us at PiP and it is integral to how we measure the customer experience. Whilst process is important, it is essentially how we make the customer feel through demonstration of the key behaviours, that influences whether the customer returns and purchases.  BMS® is measured by over 100 UK leading brands. This is really impressive and is great to see that these brands see the true value of measuring customer experience with our BMS® metric. Our BMS® research has also proven a link between improvements in BMS® score and how this translates into improved business results, in particular commerciality.

6. What do you think is the most important thing in providing an excellent customer experience?

For me, a friendly manner is the best base for an excellent customer service experience. A friendly welcome greeting goes a long way to setting a nice tone for experience. Secondary to that, I want the member of staff to be helpful in finding and showing me the options, which are relevant to my needs.

7. Tell me something interesting about you.

I’ve recently re-taken up playing the cello, and my cello is called Barry in reference to the F1 driver!

If you would like to find out more about our award winning Behavioural Measurement Score® and how this can be measured as a part of your video or telephone mystery shopping programme, contact us on or 01983 568080.

Mystery Shopping | Training | Audits | Customer Surveys

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