Doing a mystery shop

Mystery shopping is used by lots of companies to test their service levels so they can understand what their customers are experiencing every day. 

So, Proinsight offers a service where we recruit and train members of the general public to go into places such as coffee shops, leisure centres, restaurants, and carefully observe the service experienced by them during the visit.  This can include noting the display, if the staff member smiled and said good morning, was there a special offer and so on.  

Then you, the mystery shopper record all your observations and experiences on s on a specially created form online.  The form is then checked by us and then sent to the client to let them know how good, or how bad, their business is doing in terms of service experience.

Training & Feedback

We have a short assessment quiz for you to complete when you register with us and then each assignment has instruction notes attached.  Our team of Programme Coordinators will also assist you, especially with your first shop.  All our shoppers get feedback on each shop they complete and top grading means you get the pick of the top jobs.

Earn while you shop

There are many benefits to becoming a mystery shopper.  The assignments can be interesting and fun as well as earning some money in your spare time.  Although we need shops done by a certain date, you can fill the form in at any time of the night or day after you have completed the visit, as the online platform is available 24 hours a day. So mystery shopping can fit in with your busy lifestyle.

The great things about joining the Proinsight mystery shopping team:

  • Earn money
  • Assignments can fit in with busy lifestyles
  • Great training notes and instructions for every assignment
  • 24 hour online platform to enter your reports
  • Mobile app to help you make notes on the move
  • Support from our Programme Coordinators

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ProInsight

Before you can become a Mystery Shopper, you will need to take a short assessment.

Being a Mystery Shopper is an essential part of improving standards for leisure facilities. Your experiences and feedback can help make significant improvements to service standards. This is why we need to ensure that only the most responsible and capable Mystery Shoppers are selected for the process.

We ask our Mystery Shoppers to be completely independent giving critical and honest feedback within every section of all visits, as the information given will be passed on to leisure facilities to aid improvement.

If you commit to completing work with ProInsight, we expect you to write up your experiences as soon as possible, ensure that all details are correct and be clear and concise in your responses.

Good luck with your assessment and registration.



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Sign up Task 1 - sending and receiving emails

You might need to send an email to a leisure centre enquiring about their services and then comment on the reply that you receive. Your comments will be read by the manager of the centre, who will be looking for your opinion of the strengths and weaknesses of the email you received and how it made you feel as a customer.

Do these comments do this well enough?

1. This was a good reply. It addressed my enquiry about membership options and costs very well because it gave me the information I asked for clearly. I received this very quickly, which gave a good impression of the centre. The reply used my name and was signed off by the name of the person sending it, so it felt personal and not just a standard reply. The email also listed the facilities in the centre and offered me an appointment for a tour. I was very encouraged to visit.

  • Yes
  • No

2. They answered my enquiry about membership options and costs. I received this after a few hours of sending it. They called me by my name and I was thanked for my enquiry. I was given a list of what a membership included. They gave me an appointment to visit.

  • Yes
  • No
Sign up Task 2 - making telephone enquiries and writing about them

You could be asked to make a telephone call to a leisure centre. Your instructions will most likely ask you to speak with the Front of House receptionist first. Your call will be testing how well Front of House reception finds out about your needs and then transfers you to the right person to deal with your enquiry (usually the membership sales team).

Has the Mystery Shopper followed the correct instructions?

1. I tried to get through to the centre twice to ask about a membership, but there was no answer from reception. The third time, I tried memberships instead. The membership consultant answered my enquiry very well.

  • Yes
  • No

2. I explained my needs to the receptionist, who told me about the centre's facilities and then transferred me to the membership team.

  • Yes
  • No

3. The receptionist asked me if I had a fitness card and told me the benefits. She then transferred me to the membership team.

  • Yes
  • No

4. I tried memberships direct because I was making a membership enquiry. I was told about the fitness card and how I could book and pay online with it.

  • Yes
  • No
Sign up Task 3 - visiting leisure centres and writing about your experience

You will be making visits to leisure centres, touring the facilities and asking questions.

Read the following comments from a Mystery Shopper and then answer the questions that follow it:

The que was served quickly. I was greeted warmly by Amir who was about 20, with dark hair, wearing glasses and a gold wristband. He had a branded t-shirt on, but not a name badge. he listened to my enquiry carefully, asked me if I would like a tour, and took my name. I was greated just as warmly by Kirstan in the membership office who had long and curly auburn hair. Kirstan gave me an inquiry card. She then talked about my needs and goals. She showed me round the center and pointed out the equiptment I could use. After the tour, she talked me thorough the prices but she did not give me a printed sheet to take away. She did not ask me if I wanted to join and she did not arange a follow-up call. I was thanked for my time and just left.

1. Has the shopper described the visit in enough detail and pointed out what needs improving?

  • Yes
  • No

2. Do the descriptions of staff identify them clearly?

  • Yes
  • No

3. How many errors are there in the shopper's comments?

  • More than five
  • More than ten
Sign up Task 4 - visiting places that sell food and summing them up

You can apply for assignments that Mystery Shop food.

Which of these summaries do you consider show exceptional service?

1. Speed of service was good. The restaurant was clean and well organised. The quality of food was good and the temperature of the soup was as it should have been. I felt that we were not rushed and the service was personal to us.

  • Yes
  • No

2. The quality of the food was good and the pie was outstanding, as was the juice that I ordered. The portion size was satisfactory. The staff were smiley, pleasant and friendly. The wait time was not too long.

  • Yes
  • No

3. It was cold and raining hard as we went into the restaurant. A member of staff held the door open for us and immediately took our wet coats. He also offered us a seat close to the radiator. He came back with the menu almost immediately and offered us a free hot drink to warm us up. Service was very quick. The food was of a very high standard, fresh and cooked to perfection. Waiting staff showed very good knowledge and genuine enthusiasm for the food.

  • Yes
  • No

4. The food was fresh and tasty, the seasoning was just right and the portion size was good.

  • Yes
  • No

5. The food we were served was good. The dish I had tasted very nice and the presentation was very attractive. My partner's dish also tasted nice. The wait staff looked like they were enjoying serving in a nice environment.

  • Yes
  • No
Sign up Task 5 - visiting places that sell drinks and writing about your overall impression

You can apply for assignments that Mystery Shop drinks.

Which of these comments from Mystery Shoppers give enough detail?

1. The most positive thing was the attitude of the person working in the kiosk. He was very friendly and very well organised. Food choice was a little limited but it wasn't too difficult to find something I liked. To help me choose, I was recommended a muffin to go with my coffee. This was very fresh. Great service, really good coffee (and a great cake)!

  • Yes
  • No

2. I was not satisfied with my experience. This was my first time visiting one of their kiosks and ordering food and drink. I would not visit one of these again as I felt that the food, drink and service was not good enough.

  • Yes
  • No

3. The only thing that I felt was lacking during my visit was friendly customer service. My order was taken quickly and my hot drink was prepared efficiently, but the member of staff could have done more to make the experience pleasant. For example, eye contact, friendly conversation and a farewell. I was, however, pleased with the product itself and the presentation of the establishment.

  • Yes
  • No

4. I was pleased with the service I received. My hot drink was delicious and so was the cake I had. I was dealt with nicely and I would I buy from there again.

  • Yes
  • No
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