• Mystery Shopping your Customer Experience

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    Updated: 17th April, 2025 | Created: 8th September, 2014
    Proinsight Staff David The Boss

    David Hopkins

    Managing Director | The Home of Mystery Shopping

    Proinsight appoints new head of client services and research

     

    Leading mystery shopping and research consultancy, Proinsight, has added to its team with the appointment of Anna Marangi as Head of Client Services and Research. Anna’s fifteen years career in the market research industry has led to the delivery of large scale research projects for clients both here in the UK and abroad.

    Anna will be not only be responsible for the delivery of Proinsight’s research arm but she will also develop exciting new areas of research with Proinsight’s client companies as well as developing a new strategic recognition programme with clients and one which will also benefit Proinsight’s 4,000 strong shopper database.

    Anna’s previous research projects include running a multi-country legal market research project on behalf of an international law firm, leading to reports published in the legal press. Before that she completed a significant piece of qualitative research for a pharmaceutical company, establishing the link between Obesity and Diabetes.

    David Hopkins, Managing Director of Proinsight said:

    “Anna’s addition to the team will support Proinsight’s provision of market leading research and insight and enhance the valued service that we deliver to our clients. Her background in market research and ability to develop insightful reports based on her findings will enable Proinsight to support our client’s needs as we continue to ensure that better insight always leads to improved commercial outcomes and showcase the value that mystery shopping can provide as a rapid return on investment.”

    Proinsight is a member of the Market Research Society and Mystery Shopping Provider Association and works with over 350 UK leisure centres. Proinsight uses the latest technology to deliver results on a client facing online platform which supports digital voice recording and HD film. An extensive benchmarking service is available telling clients how they are performing against industry standards regionally and UK wide.


    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!