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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PANDORA

Performance in People (PiP) is delighted to share that we have been working with PANDORA to improve customer experience across their 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.

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