Award-winning new homes developer, Dandara, had struggled to find a mystery shopping agency to help them measure and develop group sales standards.
In March 2025, Performance in People (PiP) were appointed to commence work on a multi-wave programme of video mystery shopping. The programme was designed to incorporate all regions, developments and sales consultants across their UK network. The programme also included PiP’s award-winning work on measuring and developing staff behaviours – The Behavioural Measurement Score® (BMS).
PiP and their CX Lab delivered a comprehensive deep-dive analysis of performance across the group, including a formal review with Dandara’s senior leadership team. A renewed focus on mystery shopping was launched through a refreshed programme rollout and in-person training for all salespeople, alongside the introduction of ambitious mystery shopping performance targets. The subsequent results have been remarkable;
⬆️ 14.6% increase in mystery shop performance
⬆️ Up 26 places across PiP BMS® benchmarking
⬆️ Top 5 BMS® performers across all sectors
⬆️ Top performing new homes developer across 4 key industry benchmarks tracked by PiP’s CX Lab
⬆️ Above industry average for all key house building benchmarking metrics
James Appleton, Head of Business Development at PiP commented;
“When we first started working with Dandara, the initial objective was to establish confidence that we (PiP) could operationally deliver to scope. Once this objective had been met, we were able to bring programme performance to life through our CX lab. Alongside training partners, we supported a programme re-launch, and we are delighted with the performance achieved to date.”
Rachel Lindop, Sales Director at Dandara commented;
“We are delighted to find a partner in PiP who not only has the technical capabilities to deliver a high-quality programme across all our regions but has been able to add value from an insights and training perspective.”
Simon Pendlebury, Managing Director at Dandara commented;
“Mystery shopping is a relatively new approach for Dandara, and as we continue to grow, it has been critical that we establish group sales standards. PiP have given us confidence in mystery shopping and the value of the insights.”
