Performance in People - Mystery Shopping


Meet the Newbies and Returnees at PiP HQ

Tuesday 10th July 2018

Performance in People (PiP) is pleased to introduce you to the newest members of the PiP family over the last six months, resulting from a combination of new clients coming on board and an uplift in existing client’s programmes.


James Dubbins – VMS QC

James works as a Quality Controller within the Visual Mystery Shopping team. He is responsible for watching the video mystery shop footage, ensuring assessors scoring is correctly marked against the clients’ questionnaire and the output is of the highest quality (e.g. in terms of sound, picture, framing and brief compliance). Once quality controlled, the footage and completed questionnaire is uploaded onto PiP’s online reporting platform, ‘RESPONSE’ where clients can access and review before coaching their teams.

Did you know James has appeared in the credits of two films for his animation!


Nicki Ford – TMS/CSS Co-ordinator, Kieran Wilkinson – TMS QC, Leo Dyke – TMS QC, Alice Lee – TMS QC

Nicki, Patrick, Alice and Kieran all work within the Telephone Mystery Shopping team. Nicki is responsible for end to end delivery of our telephone mystery shop programmes; she ensures all programmes are run on time and completed to the highest of quality. As part of the role, Nicki liaises with both our clients and mystery shoppers to deliver our high-quality programmes, whilst helping the QC’s to do their roles.

Alice, Kieran and Leo are all responsible for listening to mystery shop phone calls and scoring them against the clients’ questionnaire. Again, like the VMS QC’s, output needs be the highest quality (e.g. sound, credibility and brief compliance). Once these calls are quality controlled, they too are uploaded onto ‘RESPONSE’.

Did you know Nicki got married in Malta? Both Kieran and Leo are very musical! Kieran can play 7 different instruments and Leo is in a band that played on the Main Stage at the IOW Festival! Did you know Alice taught herself the Korean alphabet in less than 1 hour!


Luke Simms – IT Support Administrator

Luke manages the IT help desk, ensuring that all our busy PiP staff have the necessary IT support. Part of this role is to communicate between IT and our operational teams, which includes raising work orders for our developers via the Bug Tracker. Luke also ensures all our hardware around the business is working and up to date via systems and maintenance checks. As part of our ISO 27001 accreditation, technical audits are required which Luke helps with. As well as all of this, Luke produces supporting documentation to facilitate and action any change requests.

Did you know Luke can lick his own elbow!


As well as welcoming fresh new faces, PiP also welcome back former staff members – they clearly missed us too much!

Gemma Hawkins – VMS QC

Did you know Gemma enjoys paddle boarding and has travelled the world extensively!

Reegan Greenwood – VMS QC

Did you know Reegan has so many interesting facts she can’t decide on one!

Ollie Pike – TMS QC

Did you know Ollie has travelled all around Australia!

Gemma, Reegan and Ollie will all work as quality controllers within the Visual and Telephone teams.

Keep an eye out on future posts on our current and new staff members!

Mystery Shopping | Training | Audits | Customer Surveys

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