Lok’nStore, who operates over 40 UK branches, has partnered with Performance in People (PiP) since 2015. The mystery shopping programme has evolved to include comprehensive video, telephone and audit focused activity. This approach provides both a robust measure and value add store-level development tools around service and sales performance. The programme is also integrated with PiP’s proprietary methodology the Behavioural Measurement Score® (BMS®) which has enabled Lok’nStore to measure, develop and benchmark key customer service behaviours across both face-to-face and telephone interactions.
The BMS® methodology, which was awarded gold for the Best Customer Experience Measurement at the 2022 Customer Experience Awards, has also been embedded within the Lok’nStore recruitment model.
Steve Wells from Lok’nStore comments;
“From the start of our journey back in 2015 with Performance in People, we were keen to embrace the Behavioural Measurement Score® methodology to underpin our service standards and strengthen our sales process.
We began to see results early in this relationship and realised that we should be looking for these 6 behaviours in the people we recruit. If we could recruit people that demonstrated these behaviours, then that would further strengthen our service standards and embed the behaviours within our business.
So, we decided to introduce the 6 behaviours at various touch points throughout our team members’ journey and we now use these behaviours as part of our recruitment process and team members’ annual reviews too.”
Lok’nStore colleagues have been featured in PiP’s prestigious quarterly BMS® award, where the best BMS® performances are celebrated from thousands of telephone and video mystery shopping assessments. Lok’nStore BMS® award winners include:
Q4 2021 Video Mystery Shop Award – Lok’nStore Swindon Kembrey – 3rd
Q1 2022 Telephone Mystery Shop Award – Lok’nStore Eastbourne – 2nd
Q2 2022 Telephone Mystery Shop Award – Lok’nStore Crawley – 1st
Q3 2022 Telephone Mystery Shop Award – Lok’nStore Eastbourne – 3rd
It’s clear the utilisation of PiP’s award-winning BMS® methodology has made a significant impact on recognising and rewarding the exceptional customer service experiences delivered by the Lok’nStore team members.
