Performance in People (PiP) have been working with Persimmon since the start of 2024 to deliver a regular video mystery shop programme across their network of developments. The mystery shopping output is used as a training and development tool with the aim to improve the customer experience and maximise sales conversion opportunities.
About Persimmon
Persimmon is one of the UK's leading housebuilders serving local markets with 29 offices across the country and selling almost 10,000 homes within 2023 alone. Persimmon’s ambition is to build right, first time, every time. They are focused on their customers and on consistently delivering high quality homes and excellent customer service.
Persimmon Mystery Shopping Programmes
Performance in People recently partnered with Persimmon to deliver both regular Video Mystery Shopping and Online Enquiry Mystery Shopping across the entire network of 200+ developments. Persimmon also provided additional support to their network during the launch of the new programme by rolling-out PiP’s ‘Coaching & Behaviours for Service Excellence’ (CBX) workshops to all Sales Managers, as well as a BMS® e-learning module made available to customer facing sales advisors.
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
- Mystery shopping is a valuable way 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
