Transforming Customer Experience in the UK
Our Services
Mystery Shopping
Performance in People has organically grown to become the largest UK mystery shopping company, able to deliver on time to the highest quality the biggest and most complex programmes.
Customer Service Standards Consultancy
As experts in customer service we offer a range of consultancy services to develop your explicit service standards.
Training and Coaching
Our Training and Coaching workshops help to develop your people in delivering customer service excellence
Audits
Performance in People provides a range of site auditing services, including automotive audits and retail audits.
Contact Centre Support Services
Call Centres are now recognising that customer satisfaction is heavily influenced by the customer service behaviours exhibited by the call operators.
What people say about us
“It’s been really easy and a joy working with PiP, our cultures are very similar”
“The journey has been seamless. When we met with PiP, it was an instant connection. It has been insightful, encouraging and collaborative.”
"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!”
“By introducing the Behavioural Measurement Score® into our Mystery Shopping programme at PANDORA, it has allowed us to distinguish between the actual steps within the customer journey, and how those steps are delivered.”
“You are the best in my opinion. Once you see how valuable video is and how BMS® is such a positive coaching tool, never want to go back to the traditional questionnaire mystery shop!”
“We are absolutely delighted with the impact of our work with PiP. They have helped us identify trends in the customer journey from both a process and behavioural perspective that has given us real clarity around the opportunities to develop our customer experience”
“PiP are really innovative and have helped us reinvent our mystery shopping process within the business. We are on a good journey together.”
“Launching PiP’s CBX and BMS® Direct workshops has been transformational for our network. Centres have seen their BMS® results increase and other positive consequences with a performance increase in network test drive and follow-up”.
“I would recommend their service to any company needing an objective view to understand, evaluate and enhance their customer service standards”
“We’re confident that PiP’s services will provide a more transparent approach to Mystery Shopping. It will enable us to identify training gaps so that we can better address the needs of our team most effectively.”
“We are delighted with the training. It was fantastic, the content was terrific, and you were amazing. Feedback from all colleagues attending was unanimous on both counts. Best training, they have had. It has helped create the solid foundations for roll out of the mystery shop programme”.
The UK’s Best Customer Experience Measurement
