Mystery Shopping

Video Mystery Shopping is the latest and most powerful means of experiencing the reality of your customer service and the best way to monitor and measure these experiences against your service standards, customer service behaviours and sales processes.

Virtual enquiries are increasing in popularity within the digital age. Our virtual mystery shop programmes enable you to measure the full customer journey complete with a video recording of the experience.

Performance in People's skilled Mystery Shoppers visit our clients' outlets as customers, where their sales, customer service and regulatory compliance standards are recorded by way of a comprehensive questionnaire with appropriate comments to bring alive the customer experience.

Our social media mystery shopping programmes measure the customer service delivered via online platforms such as Facebook, Twitter and Instagram. Performance in People uses real shoppers to send credible social media enquiries.

Recorded telephone mystery shopping is a highly effective way of measuring and developing the quality of service delivered by your call handling teams either in your outlets or your internal/outsourced contact centres.

Live chat mystery shopping provides insight into the quality, accuracy and timeliness of responses along with testing the technical ability and functionality of the online chat system, from a customer’s perspective.

Accompanied Mystery Shopping is incredibly powerful and enables our mystery shopper to accompany a real customer during their customer experience. This enables you to fully understand and validate different customer experiences which previously were not possible. Examples include car purchases with vehicle handovers, car servicing and even home purchases. There is added value in also obtaining the customer's own view alongside the video footage of the actual experience.

Our email mystery shopping programme comprises emailing an enquiry to each nominated outlet or central facility. Performance in People utilises thousands of email addresses across numerous different domains to avoid detection.