Mike Dalloz is the founder and CEO of Performance In People (PiP), a business that has organically grown to become the largest mystery shopping company in the UK, providing mystery shopping, customer satisfaction surveys and training/coaching services to some of the world’s most recognised brands. Mike and his team created the Behavioural Measurement Score® (BMS®), which has now been adopted by over 100 organisations as the industry standard for the measurement and development of behaviours. Improvements in BMS® have proven to directly link to improvements in customer satisfaction, Net Promotor Score and commercial performance metrics. Mike has been at the forefront of the Customer Experience Industry for over 20 years and is recognised as one of the UK’s leading authorities.