• Mystery Shopping your Customer Experience

  • Proinsight Staff David The Boss

    David Hopkins

    Managing Director | The Home of Mystery Shopping

    Proinsight Managing Director, David Hopkins, will be taking on the National Three Peaks challenge this weekend to raise awareness and money for the charity Thinking of Oscar.  David and a group of friends will be aiming to scale the heights of Mount Snowdon, in Wales (1085m), Scaffell Pike, in England (978m) and Ben Nevis, in Scotland (1345m) over the space of just 24 hours. Whilst this may sound like the stuff of nightmares; it is nothing compared to the heartbreaking tale of the little boy this is all in aid of, Oscar Noah Cole.

    Oscar was born, on February 6th 2013, weighing in at a healthy 9lbs 5oz. He spent the 16 months of his short life smiling, laughing, more recently chattering and running around, whilst absorbing everything around him with his big brown eyes.

    Oscar had been under the weather for a few weeks with frequent high temperatures and occasionally reluctant to walk or run around. After numerous trips to the GP he was admitted to hospital on Monday 2nd June and diagnosed with Osteomylitis in his spine; a rare but not life threatening condition. He was discharged on June 9th only to be readmitted again two days later having developed an infection.

    Events took a sudden and unexpected turn for the worse on the night of Wednesday 18th June and he died of a massive brain injury, on Thursday 19th June. Months of investigation and analysis followed and finally at the beginning of this year we it was understood what was most likely to have caused Oscar’s death. Essentially it was a combination of bad luck and bad timing with Oscar contracting Rotavirus during his treatment which in turn may have lead to Encephalitis, which is a very rare outcome.

    Thinking of Oscar is a charity set up in memory of Oscar Cole, aiming to improve the experiences of young children and their families whilst in hospital care. David will be looking to channel some of the immense bravery shown by Oscar and completing this challenge to raise some money and awareness for this truly worthwhile cause.

    Anyone interested in helping David can do so by donating any amount at https://www.justgiving.com/teams/3peaksforoscar. Please share.

    Oscar

     


    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!