We have a dedicated in-house team of CX experts, analysing 1000's of data points from the output of our mystery shopping activities including report data, video footage and call recordings. Using this data, our CX Lab produce unique and industry leading insights – supporting our clients in their mission to continuously improve their customer service proposition.
Testimonials
“We are absolutely delighted with the impact of our work with PiP. They have helped us identify trends in the customer journey from both a process and behavioural perspective that has given us real clarity around the opportunities to develop our customer experience”
“The BMS® insight has given us a deeper understanding of how we can positively affect customer experience across our contact centres.”
“The Behavioural insights has allowed us to distinguish between the actual steps within the customer journey, and how those steps are delivered.”
“PiP is a really efficient partner to work with - the detailed output is brilliant!”
“PiP bring a lot of expertise to us – they are the best at they you do.”
“I would recommend PiP to any company needing an objective view to understand, evaluate and enhance their customer service standards”
“PiP’s insights will enable us to identify training gaps so that we can better address the needs of our team most effectively.”
CX Lab: Research Reports
Quick Service Restaurants | The 7 Key Factors Influencing the Customer Experience
Performance in People collected data from across the UK market by visiting over 130 quick service cafés and restaurants across some of industries leading brands. As part of our research study, we identified 7 key factors that contribute to the overall customer satisfaction in a Quick Service Restaurant (QSR) environment...
Geographical Study | Where in the UK do you receive the best customer experience?
Part of the added value we provide clients at PiP includes benchmarking reports, compilations and industry reports. Currently, we are working on a Behavioural Measurement Score® (BMS®) geographical report based on physical enquiries in the retail industry. Essentially, we're asking the question: “Where in the country do you receive the best customer experience?” and we'd like to give you a sneak preview of some of the key findings…