• Mystery Shopping your Customer Experience

    • 0
    Shopping basket
    Updated: 14th April, 2025 | Created: 2nd June, 2023
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    The covid pandemic had a huge impact on the global economy and the housing sector was no exception. During the pandemic, the housing market experienced a rush of sales and the demand for houses surged. However, the housing market has now slowed down considerably and sales teams have been struggling to adapt.

     

    Many of our clients often say that their sales teams have “forgotten” how to sell because it used to be so easy and they’re struggling to successfully negotiate. Mystery shopping has now become a valuable tool for businesses to identify areas where they can improve sales performance. In the housing sector, mystery shopping can be used to evaluate the sales process and identify areas where sales teams may need additional training and support.

     

    Below we have looked into how mystery shopping services can be used to improve sales performance in the housing sector.

     

    Why is Mystery Shopping Important in the Housing Sector?

     

    The housing sector is highly competitive and sales teams must be able to differentiate their offerings from those of their competitors. A strong sales process is crucial for success in the housing sector and mystery shopping can be used to help businesses identify areas where their current sales process may be falling short.

     

    If your sales teams are struggling to adapt to the ‘new normal’ and your sales are suffering, mystery shops can help you to identify areas where additional training may be needed. This can have a big impact on the amount of business you get and, in turn, your bottom line.

     

    The Benefits of Mystery Shopping for Sales Teams

     

    There are several benefits of using mystery shopping to improve sales performance in the housing sector, including;

     

    • Identify Areas for Improvement

     

    By providing objective feedback, mystery shoppers can give you an insight into where your sales teams may be lacking and which parts of the sales process aren’t working. They will evaluate the whole process from the customer’s perspective, giving you feedback on a wide range of areas such as product knowledge, customer engagement and closing techniques. Mystery shopping can also be a valuable tool for ensuring that sales teams are following the correct processes and providing a consistent customer experience.

     

    • Enhance Customer Experience

     

    Mystery shopping can help sales teams to improve the overall customer experience. By identifying areas where customer service could be improved, sales teams can work to provide a better experience for customers. This can have a direct impact on whether customers decide to invest in your business and use your services.

     

    • Increase Sales Revenue

     

    Ensuring sales teams are following the correct processes through mystery shopping can lead to increased sales revenue. Learning more about how your sales teams interact with customers and providing targeted training to help improve the sales process can help to boost performance, which can result in your team closing more deals.

     

    • Gain a Competitive Advantage

     

    Mystery shopping services can also provide a competitive advantage in the marketplace. Not only can improving your sales process help your sales teams to differentiate themselves from competitors and win more business, but you can use competitor shops to find out what other companies are doing well. This will enable you to re-evaluate your sales process.

     

    • Motivate sales teams

     

    It’s worth noting that mystery shopping can be a powerful motivator for sales teams. Knowing that mystery shops can be conducted at any time can help to prevent employees from deviating from the correct processes. You can also incorporate mystery shops into your incentive and reward programmes, encouraging sales teams to perform at their best every day.

     

    How to Implement Mystery Shopping in the Housing Sector

     

    To implement mystery shopping, businesses in the housing sector should first identify their key performance indicators (KPIs) for the sales process. These KPIs may include things like product knowledge and closing techniques. You can then arrange for mystery shoppers to interact with your team and evaluate the sales process based on the identified KPIs. After the mystery shop has been completed, you can review the feedback and identify areas where additional training and support may be needed to improve performance.

     

    Mystery shopping is an ongoing process and having mystery shops regularly can help you to ensure that the correct processes are being followed. You can also evaluate how effective any training you’re providing has been and whether more support is needed.

     

    Trying Mystery Shopping in the UK

     

    Ultimately, mystery shopping is a valuable tool for businesses in the housing sector and it can help to improve sales performance. If you’re worried about your team’s ability to sell in the current market, it’s beneficial to try mystery shopping. Our team at Proinsight frequently works with businesses in the housing sector and we can create a bespoke mystery shopping package for you. If you have any questions about what mystery shops entail, don’t hesitate to contact us today. We will gladly discuss mystery shopping with you in more detail.


    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!