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 (PiP) has been working closely with the Steinhoff Group to improve customer experience across their two UK brands, Bensons for Beds and Harveys. Steinhoff recognise that customer service is key to success and since starting their programme with us in July 2016, the results of Video Mystery Shop combined with the award winning Behavioural Measurement Score® (BMS®) has provided an invaluable insight into the levels of service received.   
The Steinhoff group was founded in 1964 by Bruno Steinhoff in Westerstede, Germany. It is now one of the top five furniture groups in Europe who manufactures, warehouses, retails and distributes a wide range of household goods (mainly within the lounge, dining and bedroom sectors) as well as raw materials used primarily in manufacturing these household goods. Steinhoff own more than 70 factories spanning the United Kingdom, Netherlands, Germany, Poland, Hungary, Ukraine, South Africa, India, Australia and New Zealand. Employing over 50,000 staff globally, Steinhoff are a major player in the global furniture economy.
We’ve had mystery shopping programmes within the business previously but PiP’s offering, particularly the insight BMS® provides, has given us a deeper understanding of how we can positively influence customer experience everyday in every interaction across our retail estate. This coupled with PiP’s emphasis on equipping front line managers and featured team members with impactful coaching resources has helped create a workforce that is more aware than ever of how to really connect with our customers and their needs.
Alex Skelt, Learning and Development Manager

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