Each quarter Performance in People run a competition to highlight and celebrate the best customer experiences amongst our clients. We regularly review our top performers who are nominated by our expert quality controllers. These nominations are then sent through to our in-house awards panel. The panel then votes impartially on who they agree stands out amongst the others. We look for the people that are going over and above to deliver excellent customer experiences.
What is BMS®?
The Behavioural Measurement Score (BMS®) is a methodology developed by Performance in People, recognised as being the most effective way to objectively measure and develop the key behaviours that impact most on the customer experience.
BMS® measures 6 key behaviours (face-to-face) and 4 key behaviours (telephone). Each behaviour is objectively measured on a scale of 0-5 by identifying positive and negative characteristics (from an extensive characteristics library).
At the UK Customer Experience Awards, BMS® was crowned a gold award winner for the ‘UK’s Best Customer Experience Measurement’. Not stopping there, PiP and BMS® also received an award for ‘Best Customer Experience Innovation’ and is now recognised as the science behind delivering a great customer experience.
Crème de la Crème
It’s never an easy task trying to shortlist over 17,000 mystery shops every quarter. Luckily with our award winning BMS® system in place, our Quality Controllers and CX Lab are continuously reviewing our industry leading video and telephone mystery shopping insights. Using this valuable information, we can shortlist and decide on a first second and third place in both the video and telephone mystery shopping categories.
Win up to £500
To celebrate our BMS® winners we awarded them each with an engraved trophy and a bottle of bubbles along with a voucher worth up to £500.
Here’s a look at our latest quarterly BMS® competition winners – welcome to the club!
Video Mystery Shopping BMS® Winners:
1. Alana Astolfi from MINI Coventry
2. Patricia Guerra Skoda Oxford
3. Vicky Leng Audi Stratford
Telephone Mystery Shopping BMS® Winners:
1. Lee Porteus from Lok'nStore Warrington
2. David McMullan Portadown Audi Belfast
3. Sophie Carrott Yeomans SKODA Bridgewater
