At Penshee, how people feel in places isn’t an afterthought, it’s our starting point.
Whether you need clarity on where you are today a vision for what’s next, or trusted guidance along the way, we’re your partner in delivering the right experience for your organisation.
Experience Assessments
This is not mystery shopping. Our holistic, human-first assessments look beyond what’s missing to reveal what’s possible. We give your teams meaningful insights into how your experience impacts the people you serve so you can realise your full potential.
“Penshee’s Experience Assessments tell us about the impact of our service, and in a very human, structured and constructive way. The reports have become an invaluable part of our continued improvement.”
Oliver Hiner,
Director of Operations, Portico
Experience Transformation
We turn awareness into action with our methodical framework. An end-to-end experience redesign where we define your vision and bring it to life across your
Human, Physical and Digital touchpoints.
“Penshee brought a huge amount of experience, energy and common sense to the project. We now have a truly world-leading guest services function, that delivers to an exceptionally high standard across our global footprint. This was not a quick fix but a long-term continuous improvement and engagement programme and an area that we continue to invest in.”
Alasdair MacRitchie,
Director of Operations, White & Case
Insights and Advisory
Experience can feel nebulous, but it doesn’t have to. We break down complexity by dissecting every moving part of an experience, and distilling it into clear, actionable insights. Our expertise gives you the clarity and confidence to make decisions that move your organisation, people, and place forward.
“Giles brought an extraordinary mix of intricate industry knowledge, innovative thinking, and genuine passion for people to his role as Head Judge of the Corporate Guest Services Awards.”
Dirk Talsma,
Managing Director, Rapport
Art and Science
Intuition and Insights
Emotion and Evidence
Purpose and Process
Opportunity and Operations
Presence and Planning
The difference we make
“What makes our relationship with Penshee so effective is their deep understanding of our business, their ability to provide honest and actionable feedback, and their genuine commitment to helping us and our people succeed. They are more than a supplier, they are a key part of our service improvement journey.”
Sam Lawrence, General Manager, London – Freshfields LLP
Insights & Advisory
Opportunity
Freshfields, a leading international law firm, partnered with Penshee through their contract catering provider to ensure service excellence was consistently delivered across their staff restaurant, hospitality service, and coffee shop. With a reputation for exceptional standards, the challenge was to provide an objective, human-first appraisal of the experience — identifying opportunities to enhance both operational performance and client engagement.
Approach
Over the course of our three-year partnership, Penshee has combined detailed service evaluations with targeted training to strengthen operational standards and deepen client relationships. Most recently, we conducted a tailored experience assessment of Freshfields’ key catering touchpoints, delivering a clear, insightful report. This not only informed client discussions but directly shaped practical training plans for the team — ensuring continuous improvement remains embedded in the service culture.
“Giles brought an extraordinary mix of intricate industry knowledge, innovative thinking, and genuine passion for people to his role as Head Judge of the Corporate Guest Services Awards. Leading with fairness and integrity, he put the finalists at the heart of the process, creating an environment where every participant felt valued and respected. His approach ensured the awards truly reflected the very best of our profession.”
Dirk Talsma, Chair of the Corporate Guest Services Award & Managing Director, Rapport
Insights & Advisory
Opportunity
Entering it’s fourth year of existence, the Corporate Guest Services Awards (formerly Corporate Receptionist of the Year) team approached Giles to invite him to take on the role of head judge. Building on the previous success of the awards, they wished to invite a fresh, impartial perspective from the world of Experience.
Approach
The first thing to do was to reflect as a committee, what is the purpose of these awards, and what does truly exceptional look like for leaders and receptionists in the world of corporate guest services? This enabled us to not only redesign the processes involved with assessing the candidates, but also, the way in which we used the assessment days and ceremony itself to be a beacon for true hospitality. The energy around the awards and amongst the candidates and judges, was something very special to be a part of.
“Penshee’s in-depth customer experience reports and audits have been invaluable to our operational teams. Penshee consistently enables us to clearly identify what we are doing well and highlight areas for improvement. Their collaborative approach across multiple services, combined with detailed dashboards and comprehensive reports, provides actionable insights tailored to all levels of our organization.”
Ben, Head of Workplace Experience
Experience Assessments
Opportunity
After several years partnering with the firm to deliver quarterly ‘Welcome Service’ experience assessments across 16 UK offices, we were engaged to go deeper. The firm wanted to understand and improve the full employee experience within their five flagship UK offices, spanning six core service functions. Their goal: to build a unified ‘one team’ approach and bring greater operational coordination and intention to every touchpoint. .
Approach
We carried out quarterly experience assessments at each site, evaluating the entire employee journey and gathering both quantitative data and behavioural insights. These findings were shared at both the strategic and operational levels—informing site teams, departments, and bi-annual workspace forums. Our insights became the foundation for targeted improvements, helping the firm align their service partners under a unified purpose and operational standard.
“Penshee carried out a comprehensive assessment of our business, followed by tailored training sessions for each of our teams. The experience was invaluable — thorough, insightful, and leaving no stone unturned. It’s been a huge benefit, ensuring we stay firmly on the pulse.”
Jody Wainwright, Managing Director
Insights & Advisory
Opportunity
In their relentless pursuit of excellence, the directors of Boodles approached Penshee with an ambitious scope. Without arrogance, they knew that their experience was very good, but they wanted to know what they should be doing to elevate it further. They had found Penshee after being unable to find ‘mystery shoppers’ in the market who they felt could accurately reflect their typical HNW client archetype.
Approach
Penshee undertook an Experience Transformation, carrying out two Experience Assessments at each of their UK showrooms. We combined these results with insights from the directors, front line sales teams and clients to form the basis of a series of workshops to be delivered to all showroom managers and salespeople. The project enabled a renewed focus on many of the more nuanced elements of a true luxury experience.
“Penshee delivered a thought-provoking, interactive, and energising programme for our management team day. Their wealth of knowledge and real-world experience kept the team engaged throughout, sparking motivation and inspiration that lasted well beyond the session. We have no hesitation in recommending Penshee and look forward to working with them again.”
Janine Marshall General Manager
Insights & Advisory
Opportunity
The management at OneAldwych were holding a one day conference for their HoDs and wanted to bring in an external perspective, not only to play back their own experience with fresh eyes, but also to bring wider market relevance and knowledge to the team.
Approach
Following a two-night Experience Assessment at the hotel, our founder returned to deliver two bespoke, half-day workshops. The interactive training was tied around a central pillar of Emotional Intelligence, where we helped the leaders to access and unlock their potential – all beginning with self-awareness. The sessions stimulated some genuine reflection, hearty discussion and renewed excitement to return to their teams with renewed purpose and vigour.
“Penshee are an invaluable partner in our ambition to make Chiswick Park the best place to work in Europe. Their insight, guidance, and commitment have helped us raise the bar for our guest experience, ensuring we deliver on our promise to every occupier and visitor, every day.”
Carly Gibbs, Head of Guest Experience, Enjoy-Work, Chiswick Park
Experience Assessment
Opportunity
With aspirations to become Europe’s leading destination business campus, the CEO of Chiswick Park’s property management company approached Penshee. Enjoy-Work wanted to be able to measure, and enhance, something seemingly intangible – the quality of the visitor and occupier experience across the campus.
Approach
We conducted monthly experience assessments at the campus across five service functions over the course of a year. We fed back through regular summary reports and executive debrief sessions, arming management with high level recommendations to support their commitment to sustained improvement across all service functions, under a unified goal.
“Over the years, Penshee has been instrumental in shaping our brand messaging around Service Excellence and Occupier Experience. Their industry insight aligns seamlessly with our objectives, helping us deliver tangible enhancements for our stakeholders and clients. With their externally verified benchmarking, we can confidently demonstrate genuine excellence and progressive results—showing how our Workplace Experience Services drive real engagement. Penshee is a true strategic partner, and we look forward to continuing to raise our service standards together.”
Carly Jarvis, Head of Workplace Experience
Experience Assessment
Opportunity
Avison Young wanted to ensure that the visitor experience across its ground floor and client floor receptions reflected the high standards of its brand and service ambition. The goal was to deliver a consistently exceptional and differentiated welcome—one that left a lasting impression on clients, visitors, and stakeholders. To achieve this, they needed a clear, independent view of performance and the insight to turn ambition into reality.
Approach
We partnered with Alison Young and her team to conduct holistic, human-first Experience Assessments across key reception touchpoints. These went beyond traditional audits, focusing not only on operational delivery but also on the feelings and impressions created for visitors. Since our partnership began in 2020, Avison Young has seen consistent growth in their Experience Assessment scores—reflecting a marked and sustainable improvement in the team’s experience-centric approach.
“Working with Penshee has been a genuinely positive experience. From the outset, they were easy to engage with, quickly understanding our needs and those of our client. Their adaptive, agile approach enabled them to create a bespoke customer experience and culture mindset programme that aligned perfectly with our operational environment. The training was impactful and well-received, and their ongoing support has been just as valuable. Penshee has proven to be a reliable and thoughtful partner throughout.”
Russell Dean, Director of Operations
Insights & Advisory
Opportunity
Bidvest Noonan saw an opportunity to evolve beyond traditional security at 100 Bishopsgate — moving from solely protecting people and assets to also creating genuine human connection. The challenge was to redefine the security role to balance vigilance with a warm, engaging presence that enriches the visitor experience. This required a mindset shift, new skills, and a unifying framework to make the change real and sustainable.
Approach
Partnering with Penshee, we developed A Secure Welcome — a tailored programme built around the SECURE framework (Safeguard, Engage, Connect, Understand, Reassure, Enrich). Through small-group, immersive workshops, real-life scenarios, and ongoing feedback loops, officers learned to blend safety with service in a way that felt authentic and empowering. This approach delivered measurable impact, with visitor engagement rising from 30% to 61%, and created a cultural shift that is now embedded in daily operations.
“Penshee has been instrumental in supporting our vision and the ambitious standards we set our full customer experience, for both employees and visitors. Their detailed reporting not only provides valuable insight into potential blind spots but also highlights our strengths and performance across all locations”.
Louise Sheppard, UK Head of Corporate Real Estate & Workplace Service
Experience Assessments
Opportunity
When Zurich undertook significant investment in the redevelopment of three key offices, they naturally wanted to understand whether the client and employee experience was reflective of that investment. Internal surveys and ad hoc client feedback was not seen to be painting an accurate picture of the true experience.
Approach
Penshee carried out Experience Assessments at the three locations, visiting each three times so as to gain a broad and comprehensive understanding of the current experience. The reports proved to be integral to Zurich’s ongoing process of learning and development, with assessments still undertaken on a quarterly basis.
“Penshee brought a huge amount of experience, energy and common sense to the project…. We now have a truly world-leading guest services function, that delivers to an exceptionally high standard across our global footprint. Our clients notice and comment without prompting, and our people are energized by being part of something that is exceptional. This was not a quick fix but a long-term continuous improvement and engagement programme and an area that we continue to invest in.”
Alasdair MacRitchie, Director of Operations, White & Case
Experience Transformation
Opportunity
White & case, a leading international law firm, engaged us to elevate the quality and consistency of their visitor experience across 46 global offices. Their goal: a unified service vision delivering exceptional experiences for clients and employees worldwide. The challenge was aligning this ambition across diverse geographies and cultures — balancing global consistency with respect for local identities. Our role was to create a distinctive, globally resonant experience that reflects the unique characteristics of the white & case brand.
Approach
We assessed ten key offices to understand current practices and engage stakeholders, uncovering the firm’s unique service culture. This shaped a clear, three-part experience mission. We then brought this vision to life globally through high-quality films, live and digital training, leadership development, and tailored collateral—empowering teams to deliver a consistently elevated experience worldwide
Insights & Advisory
Opportunity
Freshfields, a leading international law firm, partnered with Penshee through their contract catering provider to ensure service excellence was consistently delivered across their staff restaurant, hospitality service, and coffee shop. With a reputation for exceptional standards, the challenge was to provide an objective, human-first appraisal of the experience — identifying opportunities to enhance both operational performance and client engagement.
Approach
Over the course of our three-year partnership, Penshee has combined detailed service evaluations with targeted training to strengthen operational standards and deepen client relationships. Most recently, we conducted a tailored experience assessment of Freshfields’ key catering touchpoints, delivering a clear, insightful report. This not only informed client discussions but directly shaped practical training plans for the team — ensuring continuous improvement remains embedded in the service culture.
Insights & Advisory
Opportunity
Entering it’s fourth year of existence, the Corporate Guest Services Awards (formerly Corporate Receptionist of the Year) team approached Giles to invite him to take on the role of head judge. Building on the previous success of the awards, they wished to invite a fresh, impartial perspective from the world of Experience.
Approach
The first thing to do was to reflect as a committee, what is the purpose of these awards, and what does truly exceptional look like for leaders and receptionists in the world of corporate guest services? This enabled us to not only redesign the processes involved with assessing the candidates, but also, the way in which we used the assessment days and ceremony itself to be a beacon for true hospitality. The energy around the awards and amongst the candidates and judges, was something very special to be a part of.
Experience Assessments
Opportunity
After several years partnering with the firm to deliver quarterly ‘Welcome Service’ experience assessments across 16 UK offices, we were engaged to go deeper. The firm wanted to understand and improve the full employee experience within their five flagship UK offices, spanning six core service functions. Their goal: to build a unified ‘one team’ approach and bring greater operational coordination and intention to every touchpoint. .
Approach
We carried out quarterly experience assessments at each site, evaluating the entire employee journey and gathering both quantitative data and behavioural insights. These findings were shared at both the strategic and operational levels—informing site teams, departments, and bi-annual workspace forums. Our insights became the foundation for targeted improvements, helping the firm align their service partners under a unified purpose and operational standard.
Insights & Advisory
Opportunity
In their relentless pursuit of excellence, the directors of Boodles approached Penshee with an ambitious scope. Without arrogance, they knew that their experience was very good, but they wanted to know what they should be doing to elevate it further. They had found Penshee after being unable to find ‘mystery shoppers’ in the market who they felt could accurately reflect their typical HNW client archetype.
Approach
Penshee undertook an Experience Transformation, carrying out two Experience Assessments at each of their UK showrooms. We combined these results with insights from the directors, front line sales teams and clients to form the basis of a series of workshops to be delivered to all showroom managers and salespeople. The project enabled a renewed focus on many of the more nuanced elements of a true luxury experience.
Insights & Advisory
Opportunity
The management at OneAldwych were holding a one day conference for their HoDs and wanted to bring in an external perspective, not only to play back their own experience with fresh eyes, but also to bring wider market relevance and knowledge to the team.
Approach
Following a two-night Experience Assessment at the hotel, our founder returned to deliver two bespoke, half-day workshops. The interactive training was tied around a central pillar of Emotional Intelligence, where we helped the leaders to access and unlock their potential – all beginning with self-awareness. The sessions stimulated some genuine reflection, hearty discussion and renewed excitement to return to their teams with renewed purpose and vigour.
Experience Assessment
Opportunity
With aspirations to become Europe’s leading destination business campus, the CEO of Chiswick Park’s property management company approached Penshee. Enjoy-Work wanted to be able to measure, and enhance, something seemingly intangible – the quality of the visitor and occupier experience across the campus.
Approach
We conducted monthly experience assessments at the campus across five service functions over the course of a year. We fed back through regular summary reports and executive debrief sessions, arming management with high level recommendations to support their commitment to sustained improvement across all service functions, under a unified goal.
Experience Assessment
Opportunity
Avison Young wanted to ensure that the visitor experience across its ground floor and client floor receptions reflected the high standards of its brand and service ambition. The goal was to deliver a consistently exceptional and differentiated welcome—one that left a lasting impression on clients, visitors, and stakeholders. To achieve this, they needed a clear, independent view of performance and the insight to turn ambition into reality.
Approach
We partnered with Alison Young and her team to conduct holistic, human-first Experience Assessments across key reception touchpoints. These went beyond traditional audits, focusing not only on operational delivery but also on the feelings and impressions created for visitors. Since our partnership began in 2020, Avison Young has seen consistent growth in their Experience Assessment scores—reflecting a marked and sustainable improvement in the team’s experience-centric approach.
Insights & Advisory
Opportunity
Bidvest Noonan saw an opportunity to evolve beyond traditional security at 100 Bishopsgate — moving from solely protecting people and assets to also creating genuine human connection. The challenge was to redefine the security role to balance vigilance with a warm, engaging presence that enriches the visitor experience. This required a mindset shift, new skills, and a unifying framework to make the change real and sustainable.
Approach
Partnering with Penshee, we developed A Secure Welcome — a tailored programme built around the SECURE framework (Safeguard, Engage, Connect, Understand, Reassure, Enrich). Through small-group, immersive workshops, real-life scenarios, and ongoing feedback loops, officers learned to blend safety with service in a way that felt authentic and empowering. This approach delivered measurable impact, with visitor engagement rising from 30% to 61%, and created a cultural shift that is now embedded in daily operations.
Experience Assessments
Opportunity
When Zurich undertook significant investment in the redevelopment of three key offices, they naturally wanted to understand whether the client and employee experience was reflective of that investment. Internal surveys and ad hoc client feedback was not seen to be painting an accurate picture of the true experience.
Approach
Penshee carried out Experience Assessments at the three locations, visiting each three times so as to gain a broad and comprehensive understanding of the current experience. The reports proved to be integral to Zurich’s ongoing process of learning and development, with assessments still undertaken on a quarterly basis.
Experience Transformation
Opportunity
White & case, a leading international law firm, engaged us to elevate the quality and consistency of their visitor experience across 46 global offices. Their goal: a unified service vision delivering exceptional experiences for clients and employees worldwide. The challenge was aligning this ambition across diverse geographies and cultures — balancing global consistency with respect for local identities. Our role was to create a distinctive, globally resonant experience that reflects the unique characteristics of the white & case brand.
Approach
We assessed ten key offices to understand current practices and engage stakeholders, uncovering the firm’s unique service culture. This shaped a clear, three-part experience mission. We then brought this vision to life globally through high-quality films, live and digital training, leadership development, and tailored collateral—empowering teams to deliver a consistently elevated experience worldwide
