Performance in People - Mystery Shopping


Team Re-brand: Welcome CMS (Customer Mystery Shopping)!

Wednesday 8th August 2018

Businesses should evolve regularly to reflect the changing nature of the market and customer profile. Here at Performance in People (PiP) we practise what we preach and evolve our cellular departments to reflect new products and changes to our teams.

Our cellular approach is extremely effective. The idea is that for each type of product, there is a specialised team working solely on it meaning they are involved in the full end-to-end delivery of the programmes.

Our CVS team (Customer Vehicle Servicing) specialise in delivering a product which involves a mystery shopper accompanying a real customer during their annual service on their vehicle. This experience is filmed and provided to the client alongside a comprehensive questionnaire report.

Due to the success of the product, it was only natural that the department would find new variations of the CVS product to meet the growing market. As a result, the ‘handover’ product was born! Handover mystery shopping is where a mystery shopper accompanies a real customer to collect an item and assess the customer experience they have at the point of sales handover. These shops are very popular amongst clients wishing to see the sales handover of big ticket items such as vehicles and houses, but the principal can be applied to any type of item.

As the department has now expanded the product range to include sales handover experiences, they decided to rebrand to ‘Customer Mystery Shopping’ (CMS), meaning their speciality covers all types of mystery shopping which involve utilising real customers!

If you are interested in finding out more information about any of these product types, contact us on or give us a call on 01983 568080. We would love to hear from you!

Meet our CMS Team!

Mystery Shopping | Training | Audits | Customer Surveys

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