Performance in People - Mystery Shopping

Case Studies

Performance in People works with some of the world’s leading brands to improve customer service, sales and customer experience delivery. See how our innovative customer service solutions have improved our client’s performance…


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Performance in People embarked on a training and development venture for the sales departments of kitchens, bathrooms, and conservatories within B&Q. 

“We chose ‘PiP’ above their competitors, as they were renowned for the expertise in the field of mystery shopping through covert operation; together with their ability to put their findings into training and development and hence drive business results. …they produced a rigorous sales and service training package evolving from what they had witnessed through mystery shopping a large selection of our stores. They did this by writing a two day training workshop that they trained into our Sales Support Managers, who in turn delivered it to our in store sales people; through effective coaching ‘one to one’ from PiP employees.

The net results were outstanding, as we witnessed significant revenue and profit increases year on year over a two-year period. In addition to this, we also experienced a vast increase in market share, which saw us grow from third to first in the U.K. for kitchen project business.”

Mat Morgan, Sales Development Team, B&Q PLC

“We have a really great relationship with Performance in People. The products they offer are really high quality and the best I have seen in the market. The programmes that PiP ran for B&Q have had a great impact on the business. We have seen an increase in average order value within Kitchens, Bedrooms and Bathrooms and an increase in conversions from leads to sales, so good results!”  

Becky Woodward, Head of Leadership & Management Development, B&Q PLC

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