Performance in People - Mystery Shopping


The importance of customer service in a crisis

Tuesday 17th March 2020

The global outbreak of the Coronavirus COVID-19 is impacting everyone’s lives across the world and we are rapidly making lifestyle changes to help us overcome this major pandemic. As tensions rise and businesses face challenging decisions, customer service has become more critical than ever.

Consider alternatives to physical mystery shops!

The new government guidelines now recommend the country makes an effort to minimise social contact and non-essential travel. The reduced footfall on shop floors may impact decisions to continue physical mystery shop activity such as video and report-based. PiP can deliver programmes that remove the physical contact and still provides insight to the customer experience.  

  • 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.

  • Live Chat Mystery Shopping

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.

  • Social Media Mystery Shopping

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.

  • Email Mystery Shopping

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.

Non-physical mystery shopping is a great alternative method for businesses who still want to measure the customer experience in these uncertain times. Please contact Performance in People to discuss any queries and options. or 01983 568080.

Mystery Shopping | Training | Audits | Customer Surveys

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