Performance in People (PiP) is the largest mystery shopping supplier in the UK. They deliver more than 60,000 mystery shop evaluations and score over 2 million customer service-based questions every year.
Cross-industry benchmarking
PiP analyse extensive CX data across a range of industries including automotive, retail, hospitality, house building, financial and call centres - providing invaluable benchmarking data and insights to their clients.
Data from 800+ annual programmes
Being able to access, utilise and examine data from 800+ annual mystery shopping and customer research programmes has provided PiP with the knowledge and expertise to understand what makes the ultimate customer experience.
The CX Lab
PiP’s in-house CX Lab is an incredibly powerful and valuable service to the organisation and their clients. The CX Lab includes 5 full-time members of staff who analyse and provide detailed insights into every single element of the customer experience. Every element is validated and is not limited to a subjective opinion.
The CX Lab produce an extensive range of value-added insights to clients in multi-media formats including, but not limited to...
Video and audio compilations films – providing real life CX examples corresponding to data analytics. These films are also a fantastic tool for providing best practise examples for learning and development.
Benchmark reporting – providing clients with analysis on their performance and how it compares to the wider industry.
Behavioural analysis – using PiP’s award-winning Behavioural Measurement Score® (BMS®) methodology to drill down into specific characteristics and how they influence the customer experience.
Industry reports – providing interesting research studies such as the geographical study, and QSR research report.
And so much more…!
Watch our intro video below for more about PiP’s CX Lab…
