Performance in People (PiP) has been working with Bellway since 2020, with an aim to improve customer experience and increase lead conversion across their new home development sites.
About Bellway
Bellway began as a small family business in 1946 - with a passion for building exceptional quality homes in carefully selected locations, inspired by the needs of real families. Bellway is recognised as a 5-star builder with over 3,000 employees and selling more than 11,000 homes in 2022 alone – making them one of the top 3 UK’s largest house builders.
Bellway Mystery Shop Programmes
Performance in People runs a regular video mystery shopping and telephone mystery shopping programme across their 200+ development sites. PiP are also in the process of trialling email mystery shopping activity.
Some benefits of mystery shopping:
- Recorded mystery shopping such as video and telephone are completely verifiable and the most powerful means of experiencing the reality of customer service
- Mystery shopping is an exceptional coaching and development tool which can be used in both 1-to-1 and 1-to-many formats
- Use mystery shopping to celebrate great performance and share best practices
- Mystery shopping is a great way to identify trends analysis, geographical performance, and opportunities in improving the customer journey
Louise Chamberlain from Bellway comments on the journey so far with Performance in People…
