What is the UK CX report?
Our UK CX report highlights Customer Experience levels across the UK for H2 2024, comparing CX performance across various industries. Performance in People (PiP) clients can now see how their performance stacks up against different sectors, including:
Why is this report different?
This report stands out because it doesn't measure customer satisfaction—instead, it focuses on what actually happens during the customer experience. Validated through our video, telephone, and digital mystery shop programmes, it offers a true like-for-like comparison, free from the influence of varying brand or industry expectations.
Data
The findings within this report are based on mystery shop programmes conducted during the second half of 2024. The data is extracted from:
What brands are included?
More than 50 world-class brands partner with Performance in People, with a few examples listed below. While our clients' data remains confidential, this report offers valuable insights into the diverse 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?
Key Findings
BMS® Industry Averages
On average, the Automotive Sales industry delivers the best customer experience (BMS®), closely followed by the Housebuilder sector. In contrast, Retail ranks as the lowest-performing industry. Note: BMS® is scored on a 0–5 scale.
Automotive Sales Insights
Face-to-Face Experiences
94.2% of staff acknowledged the customer verbally within 2-minutes of entering the showroom
68.4% of Sales Consultants made a telephone follow-up within 48hrs
Telephone Experiences
91.0% of staff answered the phone within 30 seconds
75.3% of staff took the customers details
Housebuilders Insights
Face-to-Face Experiences
90.1% of staff established the customers’ buying status
47.3% of Sales Consultants made a telephone follow-up within 24hrs
Telephone Experiences
93.5% of Sales Consultants agreed a positive next step
87.1% of staff took the customers details
Retail Insights
Face-to-Face Experiences
92.9% of staff recommended suitable products to the customer
69.8% of staff acknowledged the customer within 30 seconds
