At Performance in People (PiP), client feedback isn’t just a box-ticking exercise - it’s the foundation of our commitment to customer experience excellence. Every quarter, we listen closely to what our clients say, using their insights to improve our services and live by our values: Being a fun company to work with, Getting the job done, and Continuously improving.
Quarterly Client Satisfaction Survey
Our quarterly client feedback survey covers every area of our work, from mystery shopping programmes and compliance audits to CX Lab insights, training, and consultancy. This process ensures our services remain aligned with client goals while delivering measurable value and outstanding results.
Q2 2025 Results: 96% Satisfaction – Our Highest Ever Score
We’re excited to announce that Q2 2025 marks our best quarter on record, with an impressive 96% overall client satisfaction score. This achievement not only surpasses our previous high but also reflects our ongoing dedication to service excellence and on-time programme delivery.
Key highlights from the Q2 2025 client survey:
🫱🏼🫲🏼 Programme Team – 10/10
👨🏼💼 Account Director – 10/10
⏰ Programme delivery within agreed timescales – 10/10
👍🏼 Likelihood of recommending PiP – 10/10
💻 Vision Reporting Platform – 9.4/10
🎯 Accuracy of Questionnaire Scoring – 9/10
🕵🏼 Mystery Shoppers – 8.8/10
These exceptional ratings contributed to a Net Promoter Score (NPS) of 100, meaning every client surveyed would recommend PiP.
What Clients Say About PiP
Our clients’ comments show why we continue to set industry standards for customer experience measurement and mystery shopping performance:
🗨️ “Nicki and the team have been great, from our onboarding experience to handling any requests or queries that I have submitted.”
🗨️ “Everyone in the team has handled any queries efficiently, professionally and promptly”
🗨️ “Maya is so helpful and really knows her stuff.”
🗨️ “Nicki is the consummate professional; helpful, to the point and patient...”
🗨️ “Almost impossible to identify any negatives with the PiP team, they’re innovative and have a knowledgeable approach to the programmes they manage.”
Celebrating Our Team’s Success
Our Senior Management Team shared these results with huge pride. As Lloyd Rae, Sales & Marketing Director, put it:
“This is a record quarter's performance! Kudos to everyone in the business for your hard work in achieving this. Together, we make Mystery Shop magic!”
With record-breaking client satisfaction scores and perfect ratings across key service categories, Q2 2025 proves that PiP continues to lead the way in mystery shopping excellence, customer experience insights, and programme delivery performance.
