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 was delighted to be awarded the prestigious Ladbrokes video mystery shopping contract following a comprehensive tender selection process, to support the new Customer Experience programme in Ladbrokes Retail.
Ladbrokes dates back to 1886 and today is a world-leader in the global betting and gaming market with over 2,000 shops and employing in excess of 13,000 in the UK alone.
“We were really impressed with PiP’s knowledge and capability in relation to developing retail service standards. They demonstrated innovative ways of measuring and developing behaviours, which was a great fit with our new customer experience programme and their ability to adapt and roll out a fresh approach to training and coaching to support the video mystery shopping programme provided the sustainability we were looking for. Early results have already exceeded our expectations.”
Elaine Kelly, Ladbrokes Customer Experience Manager

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