During 2021, Travis Perkins, who operate over 550 UK branches and over 250 specialist hire counters, undertook a competitive tender process to identify an agency that had the capabilities to support the development of a winning customer service programme. The purpose of the programme was to increase colleagues’ customer service performance, in turn, the programme had to provide value add insight to help future proof Travis Perkins approach to customer engagement. Performance in People (PiP) were selected as the preferred agency to support this programme. PiP developed a programme including both Telephone and Video Mystery Shopping approaches. Video and Telephone provide verifiable data around customer service delivery while also providing branches with a positive platform for branch level coaching conversations. The programme was also integrated with PiP’s proprietary and award-winning methodology The Behavioural Measurement Score® (bms®) which has enabled Travis Perkins to measure, develop and benchmark key customer service behaviours across both face to face and telephone interactions.
Jodie Cooke from Travis Perkins commented: “From first engagement, PiP demonstrated industry leading capability to deliver an important programme of mystery shopping for our teams. Programme delivery has been exemplary and PiP’s team have been able to add significant value through analysis and actionable insights reporting. The bms® methodology has given us a game changing understanding of customer service behaviours across both Face to Face and Telephone interactions. We are looking forward to the next evolution of the programme.”
Lloyd Rae, PiP’s Sales & Marketing Director added “It has been a real pleasure working with Jodie and the team at Travis Perkins. From day one, the team at Travis Perkins embraced a number of the new approaches we have developed. Along with providing a platform to measure and develop customer Service, through bms®.