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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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

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