It is a central premise of performance management that 'what gets measured gets done' and 'you can't improve what you can't measure'.
BDRC's mystery shopping services have made a crucial impact in projects across a number of sectors. Near-real time feedback, e-mail alerts and genuinely impartial assessment of service performance add real value to business management. Line managers receive invaluable assessment of team and business unit performance. They can give accurate and fair feedback, training and reward on the basis of solid evidence.
BDRC employs a wide variety of techniques in mystery shopping:
- Telephone booking wth e-mail and postal follow up
- Face to face branch visits
- Audits of branch environments
- Assessment of regulatory compliance
- Online reporting
- Consolidated charts and tables available online in BDRC's confidential extranet
Some current projects include:
Business Banking Mystery Shopping
Mystery shopping can play an important role in the Balanced Scorecard with perspectives on Learning & Growth, Business Processes, Customers and Finance.
To learn more, please click here for our
Mystery Shopping Credentials
"Marriott’s UK Sales Offices have been using BDRC’s Meetings Benchmark Tracker for a number of years. The tracker not only enables Marriott to measure the effectiveness of the performance of our associates but also provides detailed management information in relation to our competitor marketplace."
Paul Dalgleish, Marriott Hotels & Resorts