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…


« ProTyre16 of 20Argos »

Transport for London

For London Underground, mystery shopping has been used as an important tool to measure and improve standards, when the programme came up for re-tender, London Underground were looking for a supplier who could bring the highest quality standards and the use of new technologies to the bring programme into a new dimension.

"The level of service delivered to our customers has always been a top priority for us. To achieve consistently high levels of service we have used recorded telephone mystery within our call centres as an important measurement and staff development tool. In February 2006 after conducting an extensive tender selection process, we chose Performance In People to become our new mystery shopping provider. We were particularly impressed with their technologies and the ability to listen to all mystery shopping calls via their online facility; this combined with comprehensive reporting capabilities and significant cost savings has resulted in a much improved programme." 

Mandy Wheeler, Transport for London

Email this page to a colleague


Please submit your contact information below and we
will email the information directly to you.


Which information do you wish to access?

This site uses cookies to store information on your computer. Some of these cookies are essential to make this site work and others help us to gain insight into how it is being used.
These cookies are set when you submit a form, login or interact with the site by doing something that goes beyond clicking some simple links. We also use some non-essential cookies to anonymously track visitors or enhance your experience of this site. If you're not happy with this, we won't set these cookies but some nice features on the site may be unavailable. To control third party cookies, you can also adjust your browser settings. If you wish to view any policies or terms of usage that you cannot find on this website, please contact us. You can change your mind and opt-out at any time by clicking the ✻ icon above.
I consent to cookies
I don't consent to cookies