Founded in Sheffield, Gleeson Homes is currently the fastest growing listed housebuilder. Gleeson’s acquire and redevelop sites where there is a need for social and economic regeneration and build high-quality new homes at affordable prices.
Performance in People will aid Gleeson Homes to deliver an outstanding customer experience, every time.
Gleeson Homes has partnered with Performance in People as part of its strategic focus on broadening its customer proposition. Gleeson’s have re-launched its customer focused training programme which aligns with what Performance in People aim to deliver. Conducting a Mystery Shopping programme with Performance in People will aid Gleeson Homes to deliver an outstanding customer experience, every time.
The Gleeson’s programme will consist of video mystery shopping, telephone mystery shopping and email mystery shopping.
Video mystery shopping is the latest and most powerful means of experiencing the reality of customer service and the best way to monitor and measure these experiences against service standards, customer service behaviours and sales processes.
Recorded telephone mystery shopping is a highly effective way of measuring and developing the quality of service delivered by call-handling teams either in outlets or internal/outsourced contact centres.
An email mystery shopping programme comprises emailing an enquiry to each nominated outlet or central facility. Performance in People utilises thousands of email addresses across numerous different domains to avoid detection.
Steve McElroy, Group Sales Director at Gleeson Homes commented:
“I am delighted to share our partnership with Performance in People. We’re confident that the services it can offer will provide a more transparent approach to Mystery Shopping. It will enable us to identify training gaps so that we can better address the needs of our team most effectively. More importantly, it will allow our teams to showcase their skills and passion so that we can recognise exceptional customer service.”