Performance in People (PiP) are delighted to announce that we have been shortlisted as a finalist for two awards at the upcoming 2022 edition of the UK Customer Experience Awards! PiP and our Behavioural Measurement Score ® (bms®) methodology has been shortlisted for Best CX measurement and best CX innovation.
What is bms®?
Historically mystery shopping has focused on process performance, where strong results can be achieved by ticking the appropriate ‘process boxes’ despite bland customer interactions. bms® changes this by measuring the customer service behaviours that deliver a great experience.
bms® measures 6 key behaviours (face-to-face) and 4 key behaviours (telephone). Each behaviour is objectively measured on a scale of 0-5 by identifying positive and negative characteristics (from an extensive characteristics library).
bms® has now been adopted by over 100 UK organisations, becoming their methodology for measuring and improving customer service behaviours and providing valuable benchmarking data to understand their specific areas of behavioural performance and how they compare within and outside of their industries.
UK Customer Experience Awards 2022
The Customer Experience Awards is the UK’s original and biggest CX celebration, and this year features 75 organisations, showcasing a range of innovations that are helping brands enhance customer experience across the UK. The awards ceremony takes place on 12th October at Wembley stadium attended by the UK’s customer experience leaders.