Performance in People is delighted to share that we have been working with PANDORA to improve customer experience across their UK network through the use of Video Mystery Shopping.
“By introducing the Behavioural Measurement Score® into our Mystery Shopping programme at PANDORA, it has allowed us to distinguish between the actual steps within the Mystery Shopping programme, and the way in which those steps are delivered. We don’t want it to be a ‘ticking the box’ exercise, we want to be thinking about how our behaviour impacts the experience of the customer. Having the video element means that the stores can understand exactly how they have been scored, and is a visual tool to show the journey of the Mystery Shopper from start to finish. It has been a great opportunity for our stores to be really recognised for the areas they have worked so hard to be successful in, and has given them a chance to see what aspects of their business they can focus on developing.”
Laura Gammon, Training & Development Director
About Pandora
Pandora operates and manages a vertically integrated business model from in-house design and production to global marketing and direct distribution in most markets. Pandora’s products are available in more than 100 countries on six continents through more than 6,800 points of sale, including around 2,600 concept stores.
Pandora employs more than 27,000 people.
