Video Mystery Shopping is the latest and most powerful means of experiencing the reality of service experiences being delivered to your customers. It's the best way to monitor and measure these experiences against your service standards, behaviours and sales processes.

Performance in People's skilled mystery shoppers visit our clients' outlets as customers, where their sales, customer service and regulatory compliance standards are recorded by way of a comprehensive questionnaire with appropriate comments to bring alive the customer experience.

Recorded telephone mystery shopping is a highly effective way of measuring and developing the quality of service delivered by your call handling teams either in your outlets or your internal/outsourced contact centres.

Our social media mystery shopping programmes measure the customer service delivered via online platforms such as Facebook, X and Instagram.

Live chat mystery shopping provides insight into the quality, accuracy and timeliness of responses along with testing the technical ability and functionality of the online chat system, from a customer’s perspective.

Our email mystery shopping programme comprises emailing an enquiry to each nominated outlet or central facility. Performance in People utilises thousands of email addresses across numerous different domains to avoid detection.

An innovative product for the automotive industry that gives the benefit of utilising a dealership's own customers. It enables retailers to measure the performance of the aftersales and servicing function, by mystery shoppers accompanying real customers and covertly video recording their service experience.

Handover mystery shopping enables you to measure the performance of the handover process, by mystery shoppers accompanying real customers and covertly video recording their full handover experience e.g. collecting keys to a new car or a new home purchase.