Thanks to the range of industries we get to work with, Performance in Peoples (PiP’s) in-house CX Lab are able to produce value added insights for our clients. For the first time ever, we’ve produced a UK industry Customer Experience report.
Here's a little insight into how we produced the report, and a snapshot of some of the key findings.
What is the UK CX report?
Our UK CX report showcases Customer Experience levels across the UK during H1 2024. It compares CX performance across multiple industries. Performance in People (PiP) clients can now understand how their performance compares across different industries, including:
Why is this report different?
This report is unique as it does not measure customer satisfaction. It measures what ‘actually happens’ during the customer experience. This is validated by our video, telephone and digital mystery shop programmes. This provides a true like-for-like customer experience comparison which is not influenced by different brand, or industry, expectations.
Data
The findings within this report are based on mystery shop programmes conducted during the first half year of 2024. The data is extracted from:
What brands are included?
Over 50 world-class brands partner with Performance in People and a few examples are listed below. Although our client’s data is confidential, this report provides important insight on the range of customer experiences across the UK.
What is measured?
PiP’s UK customer experience report includes insights on both behaviours, and process. Measuring not only what did/didn’t happen in the customer journey, but HOW they happened too by using the award-winning, BMS® (Behavioural Measurement Score®).
BMS® includes insights on 6 key behaviours:
Customer journey/process measurements cover key elements, tailor to each industry, such as:
- Was the customer acknowledged?
- Was the customer qualified?
- Were the customers details taken?
- Were features and benefits explained?
- Were schemes/packages/offers mentioned?
- Was a demonstration given?
- Did the member of staff attempt to close the sale?
- Did the member of staff thank the customer and given a farewell?
- Was a follow-up completed?
Snapshot of Key Findings
BMS® Industry Averages
As an industry average, Automotive Sales provides the best customer experience (BMS®) closely followed by the House Builder industry. Hospitality is the lowest-performing customer experience industry. Note: BMS® is scored on a 0- 5 scale.
Automotive Sales Insights
Face-to-Face Experiences
92.0% of staff acknowledged the customer verbally within 2-minutes of entering the showroom
73.3% of Sales Consultants made a telephone follow-up within 48hrs
Telephone Experiences
89.6% of staff answered the phone within 30 seconds
71.8% of staff took the customers details
House Builders Insights
Face-to-Face Experiences
95.0% of staff established the customers’ needs
28.2% of Sales Consultants made a telephone follow-up within 24hrs
Telephone Experiences
91.7% of Sales Consultants agreed a positive next step
79.2% of staff took the customers details
Retail Insights
Face-to-Face Experiences
89.5% of staff thanks the customer and gave a farewell
62.1% of staff introduced and explained loyalty/schemes/clubs/discounts
Telephone Experiences
95.3% of staff highlighted features and benefits
78.7% of staff took the customers details
Hospitality Insights
97.5% of customers received everything they ordered correctly
75.6% of customers were greeted within 5 seconds of a member of staff becoming available
18.3% of staff thanked and gave a farewell to the customer
