Handover Mystery Shopping

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 new home purchase. This enables you to fully understand and validate different customer experiences which previously was not possible.

How does it work?

The process of a handover mystery shop visit...

1. Customer Recruitment

Customers who have recently purchased a new vehicle or a new home and are waiting for the handover of their purchase are incentivised and invited to take part in the programme. PiP will then match the customer with one of their video mystery shoppers.

2. The Handover Experience

The mystery shopper and the customer will keep in regular contact until a handover date is arranged. They will meet on the day of the handover and the mystery shopper will covertly video-record the entire experience posing as a friend or family member.

3. Reporting & Customer Feedback

After the visit, a pre-agreed questionnaire is completed and the customer is given the opportunity to provide their genuine feedback and comments on their handover experience.

"PiP is a really efficient partner to work with. They are dedicated to delivering a quality service. Their Shoppers are very high calibre, their plausible shops, and the detailed output is brilliant!”

Guy Smithyman, Sales Excellence Specialist

VISION Online Reporting Platform

Once our mystery shop assessor submits the completed mystery shop evaluation. The output is quality-controlled by our team of evaluators at PiP HQ, before it is provided to the client online via our ‘VISION’ reporting platform, along with the agreed questionnaire. The questionnaire evaluates and measures the experience against each client’s specific sales and retail customer service standards.

Along with the output of the mystery shop, (e.g. video footage, call recording, completed questionnaire etc…) VISION hosts an extensive range of reporting tools, insightful dashboards, drill-down cross-tabulated analysis, action planning, video coaching support and more...

Our VISION platform has been fully developed by our in-house IT software development team – meaning we’ve been able to build a reporting suite completely bespoke to our mystery shopping programmes and activity. The site also encompasses encrypted security with ‘Check’ approved testing, individual user sign-on capabilities and multiple levels of accessibility.

CX Lab | The Ultimate Customer Experience Insights

PiP’s in-house CX Lab is an incredibly powerful and valuable service to the organisation and their clients. The CX Lab team analyse and provide detailed bespoke insights into every single element of the customer experience, utilising millions of data points from 800+ annual mystery shopping programmes.

The CX Lab produce an extensive range of value-added insights in multi-media formats including video and audio compilations, benchmark reporting, behavioural analysis, bespoke reports, industry reports, and so much more... Find out more >

Training & Coaching

Equip your people for a successful mystery shop programme

PiP provides a range of specially designed engaging and interactive training and coaching workshops (e-Learning, virtual and face-to-face) proven to make real changes in customer-facing and managerial team members that will...

Get your people in a positive mindset and excited about mystery shopping!

Enhance the behaviours of customer-facing staff to provide excellent customer experiences, every time!

Equip your sales staff with confidence-building techniques that will boost sales!

Provide effective coaching techniques for your managers that will make real positive team changes!

Find out more