The Increasing Need for Emotional Intelligence in Service Roles
June 11th 2026
Discover why emotional intelligence is becoming essential in service roles. Learn how empathy, reassurance and rapport shape CX, and how BMS® and behavioural measurement help improve frontline performance.
Gen Z and CX: What Their Expectations Mean for Frontline Teams
Mental Health Awareness Week 2026: Bringing Wellbeing Into the Workplace
The Impact of Employee Engagement on CX Consistency
How Brands Can Turn Mystery Shop Feedback into Actionable Improvements
Performance in People Achieves 93.3% Client Satisfaction Score in Q1 2026
A Day of Strategy, Suspicion & Success: Our ‘State of the Union’ Meets The Traitors
Why In-Store Service Still Matters in an Online Shopping Era
Why Aftersales Is Becoming the True Battleground for Customer Loyalty
Celebrating the UK’s Best in Customer Experience: Meet Our 2025 BMS® Champions
The Hidden Behaviours That Make or Break Customer Experience
Compliance vs. Customer Experience: Why UK Brands Must Balance Both
Why Behavioural Measurement Outperforms Traditional Customer Satisfaction Surveys
Why Buyers Now Expect a “Retail Level” Experience When Purchasing a Home
How Behavioural Science Can Elevate Customer Experience Standards
Client Satisfaction Soars to 93.7% in Q4 2025
The Rise of the “Digital-First” Car Buyer: What It Means for Dealership CX
Poor Staff Attitude Tops the List: What Our LinkedIn Poll Reveals About Customer Experience
Celebrating Customer Satisfaction Excellence: Our Clients Shine in the UK Customer Satisfaction Index 2026
The Cost of Poor Behaviour in Customer Service - And the ROI of Doing It Right
Mystery Shopping in Hospitality: The Touchpoints Guests Remember Most
The Growing Importance of Transparency in Pricing and Lead Times
Behaviour Driven Retail: How Staff Interactions Affect Basket Size
5 Behavioural Coaching Techniques that Transform Service Teams
What Our LinkedIn Poll Reveals About the Future of Customer Experience
PiP Christmas Party 2025: Enchanted Forest x Winter Wonderland
The Psychology of Great Customer Service: What Science Says
The Shift Towards Behaviour-Measured Site Visits
Why Mystery Shopping Remains Essential in a Data-Driven Customer Experience World
91.8% Client Satisfaction: Another Outstanding Quarter for PiP
How to Deliver a Personalised Customer Experience That Boosts Loyalty
How to Boost Customer Loyalty Through Consistency
How Customer Feedback Can Transform Your Service
Coming Soon: Vision - Your New Window into Retail Performance
How to Build a Customer-Centric Culture: A Complete Guide
Manager Engagement Plummets to 27%: Why Coaching Could Be the Only Fix
The Importance of Customer Service Training: Building a Culture of Excellence
The Human Touch in an Automated World: Is AI Hurting or Helping Customer Service?
Why Great Customer Service Is Your Best Marketing Strategy
Writing the Perfect Customer Service Email: A Complete Guide
The Do’s and Don’ts of Live Chat Support
Q2 2025 Client Feedback: A Record-Breaking Quarter!
Customer Experience Trends in the UK: Exclusive Data from H1 2025
Raising the Bar: Inside the 2025 H1 New Vehicle Customer Experience Report
Celebrating Client Success in the UKCSI July 2025
The ROI of Exceptional Customer Service: Why Investing in Customer Experience Pays Off
Grow: A Customer Experience Programme Designed to Build Stronger Retail Performance
How to Handle Angry Customers Like a Pro (Without Losing Your Cool)
Celebrating a Decade of Dedication: Jasmina, Megan, Lucy & Joe Join the 10-Year Club!
Elevate: Turbo-Charge Your Mystery Shopping Programme
The Hidden Cost of Poor Customer Service (And How It’s Hurting Your Business)
Q1 Client Feedback: Continuing to Deliver Excellence
Boost Customer Experience with 'Discover' – A Data-Driven CX Performance Programme
Don't Leave Customer Service to Luck This St. Patrick’s Day!
How to Effectively Coach Your Team Using Mystery Shopping
7 Ways Customer Experience Drives Growth in the Housebuilding Industry
BMS®: How to deliver Helpful customer service
Secrets to Winning Customers' Hearts
UK Industry Customer Experience Report (HY2 2024)
Client Feedback: Joint Record High Achieved!
BMS®: How to deliver an Attentive customer service
Top Reasons To Become A Mystery Shopper In 2025
The Finest in Mystery Shopping: Presenting Our Latest BMS® Champions
Wrapping Up 2024: A Look At The Year
Enhancing Customer Engagement Through Social Media Mystery Shopping
How Video Mystery Shopping Provides Detailed Customer Insights
BMS®: How to deliver an Interested customer service
Celebrating Success: PiP's Annual Christmas Party 2024
Enhance Your Customer Experience With CVS
BMS®: How to deliver a Professional customer service
Highlighting What's More Important to Your Customers; Service or Price?
A Look at Our Client Feedback
Reasons to Measure BMS® Behaviours With Mystery Shops
A Diary of an Auditor
How to Coach Your Team to Become Even Better
The Importance of Improving Customer Experience via Email
BMS®: How to deliver an Enthusiastic customer service
Staff Spotlight | Celebrating our people at HQ
The Best of Mystery Shopping: Our Latest BMS® Champions Announced
PiP Summer Party 2024
National Relaxation Day at PiP HQ
Using Audits to Make Your Online Store Stand Out From the Crowd
Important Behaviours to Monitor for Telephone Interactions
UK Industry Customer Experience Report (HY1 2024)
NEW Training Course: Delivering Sales Excellence (DSX)
The importance of Telephone Customer Surveys
Why Training for Excellent Customer Service is Important
PiP achieve record breaking client feedback
BMS®: How to deliver a Friendly customer service
Another 4 staff members join the 10 year service club at PiP!
Does Customer Satisfaction Really Impact Business Growth?
Mystery Shopper Open Day 2024
The Direct Impact of Bad Service Experiences on Productivity
Key Benefits of Training and Coaching for Team Leaders
PiP present ‘Behaviour Matters’ at national Škoda Human Touch Forum
Exploring the Six BMS® Behaviours
The Three Pillars: Get To Know Our Core Values
Celebrating Promotions and Welcoming New Faces at PiP
Celebrating Mental Health Awareness Week 2024
Maintaining Customer Satisfaction Standards
Enhance Your Mystery Shop Recordings: A Self-Assessment Guide
How to ensure consistency across retail environments and websites: The importance of auditing
Congratulations To The Latest BMS® Award Winners!
Introducing our CX Lab
National Walking Day Challenge
Research Study: Quick Service Restaurants | The 7 Key Factors Influencing the Customer Experience
Why Call Centre Customer Service is the Key to Success
Maintaining Customer Service Standards in Retail Stores
How to launch and run a successful mystery shopping programme in your organisation
The Importance of Customer Service for Online Businesses
I'm An Employee get Me Out Of Here! PIP's Bi-Annual State Of The Union
The Online Customer Experience
Celebrating clients who have achieved the top 50 list of organisations for Customer Satisfaction
How Customer Service Consulting Services Can Improve Client Interactions
Welcoming new faces and celebrating internal success stories
The latest BMS® Winners!
Wrapping up 2023: the record-breaking year
Improving Hospitality Customer Service With Mystery Shopping
Building a Better Online Presence with Social Media Mystery Shopping
Ensuring Consistency in Customer Service with Telephone Mystery Shopping
Back to the 80’s Christmas party
PiP celebrate Quality Controllers at the 2023 QAFTAS
5 Reasons Why You Should Become a Secret Shopper in 2024
NEW: BMS® e-learning course
PiP Treadmill Challenge for WightAid
The Benefits of Customer Service Standards
Why is Customer Service Important?
Exploring the Different Types of Mystery Shopping Jobs
What is Qualitative Research and Why is it Important?
Abi McIntyre celebrates 10 years at PiP
Customer Service horrors to watch out for!
Congratulations to the latest BMS® competition winners!
The return of the UK high street
Are you a sales or service environment?
NEW Behavioural Measurement Concept: Workplace Behaviours
Audi UK filming at PiP HQ
A diary of a PiP Quality Controller
BBQ, live music, magic, games, prizes and sweet treats at PiP’s Garden Party
What challenges do brands face with staying ahead of customer expectations?
Meet the Team: Customer Mystery Shopping Team
Coaching your team to be even better: The importance of precision
Meet the Team: Telephone Mystery Shopping Team
5 Step Selling Model | Sales Process Framework
3 more staff join the 10 year long service club at PiP
Why Is Customer Service Important? | Strategies To Deploy
Why CX is critical in a cost-of-living crisis
PiP take part in Plastic Free July 2023
The State of UK Customer Satisfaction & How to improve Employee Behaviours
Meet the Team: Video Mystery Shopping Teams
Artificial Intelligence: AI and the future of CX
Research study: where in the UK do you receive the best customer experience?
Top tips to improving your BMS® performance
Celebrating recent BMS® award winners
PiP’s CX Day 2023: industry insights, guest speakers, awards and more!
How does customer experience vary in different service environments?
Mug painting, morning madness, massages and more at PiP's Wellbeing Week 2023
Ryan Crookes celebrates 10 years at PiP
PiP welcome new team members as new clients and programmes increase!
1 month to go to PiP’s CX Day 2023
What makes a premium customer experience?
A diary of a Video Mystery Shopper
PiP achieve ISO 27001 Re-Certification
How to increase Net Promoter® Score (NPS)
How the customer experience differs in ‘need’ and ‘want’ sectors
Changes in the Automotive Industry
Prizes, pizza, fun and games at PiP’s bi-annual State of the Union
Tesla showcase intelligent electric vehicles at PiP HQ
10 Frequently Asked Questions about BMS®
Why is customer service so important for 2023?
Rich Shannon: The Legend has retired
Introducing our NEW Mystery Shopper 5k Club!
Introducing new members of the PiP HQ team!
PiP celebrate an amazing 2022!
BMS® Award Winners Announced!
FREE Customer Experience Report: Auto Industry Electric Vehicles (EV) vs Internal Combustion Engines (ICE)
How can social media mystery shopping support the customer experience?
Ellie West is celebrating 10 years of service at PiP!
How does BMS® impact customer satisfaction and commercial performance?
BMS® crowned as the UK’s best customer experience measurement
State of the Union 2022: PiP in LDN!
EE's Nad Akram wins Shop Idol Retail at the Mobile Industry Awards 2022
BMS® Manager, Emma Porter is celebrating 10 years’ service at PiP!
Exceptional client feedback received for Q2 2022: “PiP is the mystery shopping partner of choice”
PiP’s first telephone mystery shop bms® award winners
How to launch your Mystery Shopping Programme with Performance in People
Industry Leading Automotive Sales Benchmark Reports for HY1 2022
Performance in People finalists at the UK Customer Experience Awards 2022!
PiP continued collaboration with the Mobile Industries Awards ‘Shop Idol 2022’
Mental Health Awareness Week at PiP HQ!
Lloyd Rae is celebrating 10 years’ service at PiP!
Performance in People’s Latest Training Release; CBX!
Meet the Insights Team!
Performance in People’s Insights Team provide unique benchmarking data for Clients
Call Centre Research: Energy Suppliers
A day in the life of a CMS Programme Coordinator at Performance in People HQ
How video became the UK's dominant Mystery Shopping methodology
PiP score top marks in client CSS
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