Performance in People (PiP) is delighted to be partnering with premium house building developer, Stonebridge Homes.
Following a comprehensive review of mystery shopping suppliers in 2025, PiP were selected as the preferred partner supporting Stonebridge’s longer-term investment in customer experience. Managing challenging market conditions, Stonebridge were looking for a supplier who could help integrate a genuine value- add sales development tool.
Stonebridge’s mystery shopping programme is made up of a monthly cadence of activity combining both telephone and video mystery shopping. This investment was supported with a tailored launch to help land the programme in the most positive way. The launch included an introductory webinar, in-person coaching workshops for Sales Managers (CBX), in-person Sales Excellence workshops (DSX), and BMS® eLearning for all customer-facing colleagues. PiP’s CX Lab will provide deep-dive insights reporting alongside half-yearly industry benchmarking reporting that compares Stonebridge's performance across 20+ UK developers. A double-digit performance improvement has already been achieved with an 18% uplift in video mystery shopping results.
Francesca Stott, Customer Experience Director at Stonebridge commented;
“As a proudly premium developer, we measure every element of build and construction quality and aspire to apply the same level of focus to our sales process and customer experience. From the start of our journey with PiP, we have been impressed by their energy, enthusiasm and technical capabilities. We were confident PiP were the right partner to help us maximise the impact and value of our investment in customer experience programmes. It was wonderful to work with their training team to launch the programme, and we are already seeing significant improvements in key customer metrics.”
Jenna Murphy, Head of Training at PiP commented;
“We’re delighted to be partnering with Stonebridge Homes. Their commitment to delivering meaningful impact and value for their customers truly stands out. By investing in the development of their teams through the deployment of BMS®, DSX, and CBX for Managers, they’ve achieved a notable uplift by embedding new behaviours into everyday practice. It’s great to see this progress in action - keep up the excellent work!”
What did the Stonebridge Team think?
“Emma was great fun, really interactive and engaging! Thank you for a great day of training :)”
DSX – Sales Advisor, Stonebridge Homes
“10/ 10 would recommend BMS® to a colleague!”
BMS® eLearning – Sales Advisor, Stonebridge Homes
“We all thoroughly enjoyed the session and took away genuinely valuable insights, hints and tips from our time together.”
Senior Management
About Our Training & Coaching Workshops
PiP's team of skilled and experienced trainers deliver our workshops via face-to-face or virtual formats. Our events are highly interactive, engaging and promote positivity and excitement within your teams.
🚀 Launch – An interactive workshop designed to introduce and align teams to a new or refreshed mystery shopping programme, covering objectives, BMS® methodology and how to use insights for coaching.
😊 BMS® Direct – A short training course that teaches customer-facing teams the key behaviours, scoring and practical actions needed to deliver consistently great customer experiences.
💸 DSX (Delivering Sales Excellence) – A sales-focused training programme that builds confidence, techniques and self-awareness to improve both sales performance and the overall customer experience.
🤝 CBX (Coaching & Behaviours for Service Excellence) – A management-level course that develops coaching skills and deepens understanding of BMS® to drive behavioural improvement and sustained service excellence across teams.
