Video Mystery Shopping
Video Mystery Shopping
Our Video Mystery Shoppers are highly skilled in capturing the realities of your customers' experiences using the latest covert video recording equipment to deliver exceptional picture and sound quality through cameras completely undetectable to staff.
"PiP is a really efficient partner to work with. Their video mystery shoppers are very high calibre and the detailed output is brilliant! They are dedicated to delivering a quality service.”
Guy Smithyman, Sales Excellence Specialist
BMS® | The Science Behind Great Customer Service
All Video Mystery Shopping programmes incorporate the award-winning Behavioural Measurement Score® (BMS®) which measures the 6 key behaviours that impact most on the customer experience.
Friendly
Enthusiastic
Professional
Interested
Attentive
Helpful
“You are the best in my opinion. Once you see how valuable video is and how BMS® is such a positive coaching tool, you'll never want to go back to the traditional questionnaire mystery shop!”
Amanda Nutbrown, Customer Experience Team
Once the mystery shop assessment is quality-controlled and scored by our team of evaluators at PiP HQ, it is provided to the client online via our reporting platform, ‘Vision’. Vision hosts an extensive range of engaging tools and insights including:
Custom client-branded infinity dashboard
Interactive dashboard tiles and reporting
Drill-down analysis and dynamic reporting suite
Bespoke dashboards based on hierarchy/access level
Self-assessment and action-planning tools
Custom library of resources and support items
Individual evaluation score impact assessments and ‘improvement areas’
And so much more…!
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...
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!