research case studies

University of Leeds
Mystery shopping

The University of Leeds offers a number of venues across the City for conferences, meetings and events. The University offers a wide range of facilities from a simple day-to-day meeting to a fully-managed residential conference.

BBS were enlisted to carry out a Mystery Shopping research project on the Conference Sales Team at the University of Leeds on a quarterly basis. The aim of the research was to assess the effectiveness of their enquiry handling and provide a comparative report for analysis. The project was completed in two stages: firstly brochure request via email and secondly enquiry via telephone. Both were scored by a scoring card created by BBS and approved by the University.

Richard Handscombe, University of Leeds:

“The ideal consultancy should display a good depth of knowledge in the specific field required, show that they care about your business and produce good workable results. BBS ticks all of these boxes and works as if they are part of  our own organisation; the practical results of our collaborations have been of great value to our organisation!”