• Mystery Shopping your Customer Experience

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    Updated: 15th April, 2025 | Created: 7th January, 2021
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    We are committing to exercising everyday to raise money for Mind, the mental health charity.

    As we entered the third national lockdown, the Proinsight team were told to stay home and the Friday Zoom quizzes were back in our diaries. However, this time around, we decided we wanted to do a bit more to stay connected to one another and to give something back.

    We recognise that every lockdown we have experienced has put a huge strain on mental health for so many. Working from home is a challenge, being lonely takes its toll and the uncertainty of the pandemic enhances anxiety.

    Therefore, everyone at Proinsight want to do their bit to help, and now more than ever the charity Mind rely on so many donations.

    Why Mind is so important to people

    Mind, like most charities rely heavily on their retail stores on your high street in order to continue the great work they do. The COVID-19 pandemic has meant that Mind sadly reported a 1.9 million loss in sales so any little help we can provide will make a huge difference.

    The charity offer support through counselling, crisis help lines, housing support and employment training schemes which many of us in the past year will have benefited from.

    To find out more about what Mind offer or to seek support please visit mind.org.uk. 

    ‘1k a day to keep Minds okay’ MEP Challenge!

    The Proinsight team have each committed to taking part in one form of exercise per day from the 8th of January until we are able to be together again.

    Our target will be calculated using our Myzone belts. As a team we are aiming to hit 1,000 MEPs per day! (Myzone Effort Points)

    Whether it be running 5k a day, going on a long walk or taking part in an online exercise class, we all know exercise is the best medicine for us and will keep us going through what we hope to be the last of the lockdowns!

    Support the Proinsight team and donate today

    Any donation, big or small will help someone in need during these difficult times.

    If you are unable to make a donation, sharing our Just Giving page will also be gratefully appreciated.

    Click here to make a donation.

     

    Be sure to follow our journey over the next month via our social media channels.

    Thank you for your support!


    David Hopkins

    David Hopkins

    Managing Director at Proinsight Mystery Shopping

    David has a long history in the business of doing good business. In 2008, he co-founded Proleisure, a leisure consulting company, where he identified a growing need for deeper customer insights across the industry. This led to the launch of Proinsight Mystery Shopping in 2014, with a vision to provide businesses with the valuable data needed to enhance customer experience.

    Now, as we approach our 10th year, Proinsight has become a leading provider of specialist mystery shopping, auditing, and research programs, serving a diverse range of sectors across the UK including real estate, fitness, retail, hospitality, and so many more. We remain committed to helping our clients achieve excellence and drive meaningful improvements in their businesses.

    David is deeply committed to enhancing customer service across all industries. His passion lies in providing valuable mystery shopping insights that empower clients to take actionable steps towards improvement. By delivering these insights directly, David helps businesses create effective strategies to elevate their customer experience and drive meaningful change.


    Chloe Kinch

    Chloe Kinch

    Director of Client Success at Proinsight Mystery Shopping

    Chloe joined Proinsight Mystery Shopping as an Account Manager in 2017. Prior to her role at Proinsight, she served as National Sales Manager at Parkwood Leisure, where she gained extensive experience in exceeding customer expectations and developed a deep understanding of the leisure industry.

    Chloe quickly advanced within Proinsight, progressing from Account Manager in 2017 to Head of Client Success in 2020, and ultimately to Director of Client Success and shareholder in 2022. In her current role, she leads client relationships with prestigious brands such as David Lloyd, Dyson, and Apple. Chloe is responsible for designing bespoke mystery shopping programs tailored to each client's specific needs, aimed at enhancing customer service and optimising sales processes across various industries, including real estate, hospitality, retail, leisure, and more.


    Lucy Winn

    Lucy Winn

    Brand and Communications Manager at Proinsight Mystery Shopping

    After graduating with a degree in Marketing from the University of Westminster, Lucy successfully grew and scaled her own e-commerce womenswear clothing business over a span of four years, expanding into international retail markets including Japan, the US, and France. With extensive expertise in brand development and digital communications, Lucy has driven commercial growth through strategic initiatives like influencer marketing, digital campaign management, and both online and offline retail expansion.

    In July 2024, she joined Proinsight Mystery Shopping as Brand and Communications Manager, where she leads the strategy and management of all digital platforms, including the website and social media, with a focus on driving shopper sign-ups and generating client leads. Additionally, she oversees event management for both internal company days and major external summits like Connect CX. At these events, we emphasise the critical importance of exceptional customer service across various industries, positioning it as a cornerstone of a brand’s overall UX strategy.


    Robert Brocklesby

    Robert Brocklesby

    Senior Client Success Manager

    Robert is a Senior Client Success Manager at Proinsight, bringing over 20 years of consultancy and industry experience in customer service measurement and development. Throughout his career, he has led numerous high-impact projects for well-known clients across the UK, spanning a wide range of sectors. His work has consistently driven significant improvements in customer experience and contributed to sustainable, profitable growth.

    Robert recognises that each client is unique. He designs tailored Mystery Shopping programmes to monitor, enhance, and elevate the customer journey, aligning with each organisation’s specific goals. In addition to his consultancy work, Robert is a qualified teacher and regularly delivers customer service workshops. These sessions focus on identifying key strengths and uncovering areas for development, empowering frontline teams to drive continuous improvement.


    Deborah Jones

    Deborah Jones

    Senior Client Success Manager at Proinsight Mystery Shopping

    Debs has spent the last 25 years working in the health and fitness, hospitality, leisure, and childcare industries, holding senior management and consultancy roles. She has also enjoyed some backpacking and travel adventures along the way! In her spare time, she loves all things health and wellness, spending time with friends and family, and hiking with her lovely dog!