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…

 

« General Motors19 of 20B&Q »

Your Move

Your Move Estate Agents with 340 branches nationwide, commissioned Performance In People to carry out an extensive video mystery shopping exercise across their branch network.

Performance in People sent their assessors posing as potential buyers into each of Your Move’s offices to enquire about local properties. Wearing hidden video cameras, they captured the entire customer experience and provided a full evaluation of the level of service offered together with the general image of the company.

This programme was the first of its kind to be conducted nationally for a UK estate agency chain. Each Branch was scored on how staff presented themselves and the company, how they handled customer queries and their level of efficiency, knowledge and helpfulness. Your Move was also interested to see how effectively their computer based property viewing system, Preview, which streamlines the whole house buying and selling process for customers, was being used. 

"At Your Move we are determined that our customers have no cause for complaint. The aim of the programme was to show us exactly what level of service our customers receive and see Your Move through their eyes. The results of the programme have been extremely positive, they have enabled us to recognise high levels of service performance, identify areas for improvement and provided us with an exceptional training tool."

Melanie Cowall, Your Move Estate Agents

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