We have a dedicated in-house CX Lab (Customer Experience Lab) team that analyses millions of data points from our mystery shopping programmes, including report data, video mystery shopping footage and telephone call recordings. By combining large-scale customer experience data with expert CX analysis, the CX Lab produces actionable insights that help organisations improve customer service, sales performance and operational consistency.
These insights are delivered through:
✅ Bespoke client programme reports aligned to specific customer experience (CX) objectives and KPIs
✅ Half-yearly industry benchmark reports providing CX performance trends and sector comparisons
✅ Bespoke video and telephone compilations showcasing real customer interactions to highlight behaviours, compliance and service quality
This data-led approach to customer experience analytics enables businesses to identify performance gaps, improve customer journeys and continuously enhance service standards across every channel.
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 what 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: Industry Research & Benchmark 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…
UK | Customer Experience Report
Our UK CX report showcases Customer Experience levels across multiple industries in the UK. Our clients can now understand how their performance compares across different industries. This report is unique as it does not measure customer satisfaction. It measures what ‘actually happens’ during the customer experience - validated through video, telephone and digital mystery shop programmes.
New Vehicle | Customer Experience Report
Exclusively available to our automotive clients, this benchmark report provides valuable insights comparing CX performance within the auto industry, directly alongside their competitors. This report is unique because it is based on the customers' journey of a new car sales enquiry and measures prescriptively what happened within the dealership - rather than customer satisfaction.
Digital | Customer Experience Report
An insightful report on the digital customer experiences received through email, live chat, social media and online enquiries. Performance is benchmarked across industries, and our clients are exclusively able to see how their organisation compares to others, both within and outside of their industry. The study measures key process elements of the customer journey – here’s a snippet of what we found in our latest report…
Telephone | Customer Experience Report
An in-depth report analysing telephone customer experiences across the retail, automotive sales, and automotive aftersales sectors. Available exclusively to our clients, this report offers a detailed comparison of how their organisation measures up against their competitors, examining critical elements of the telephone customer journey.
Automotive | House Builders | Retail
Customer Experience Reports
Performance in People is proud to work with some of the world’s leading automotive, retail, and house-builder brands. Our CX Lab is therefore able to produce comprehensive benchmarking reports, bespoke for each industry, providing a deep-dive analysis into customer service performance including both process and behavioural insights utilising award-winning BMS® data.