• Mystery Shopping your Customer Experience

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    Updated: 14th April, 2025 | Created: 5th October, 2023
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    Heavenly Desserts is not just a dessert shop; it’s an experience, a slice of paradise tucked away in the heart of cities across the UK.

    Known for its heavenly desserts and impeccable service, it has garnered a loyal following of sweet-toothed connoisseurs who keep coming back for more.

    At Proinsight, we take pride in helping businesses like Heavenly Desserts enhance their customer experience. This partnership is a recipe for success!

    Our team of expert mystery shoppers are in for a treat when taking a visit to Heavenly Desserts, to produce successes and opportunities for improvement! 

    “Since joining Heavenly Desserts late last year, Proinsight has been a valuable tool that has allowed me to guide and coach our franchisees, who vary in their experience within the hospitality industry.

    Their work has proven to be an invaluable asset as we strive to deliver exceptional experiences not only to our restaurant guests but also to those who use our delivery partners.   

    Proinsight’s ability to adapt alongside us and the industry in an ever-changing climate, as well as respond to shifts in guest needs, enables us to stay ahead of our competitors.”  

    -Ian Joesbury, Area Manager  

    Here’s a taste of what our mystery shoppers will be looking for: 

     

    1. Taste Sensation: Is every dessert as heavenly as it sounds? Our shoppers will dive into a variety of treats to ensure the flavours live up to the name.
    2. Service Excellence: Exceptional service is a cornerstone of Heavenly Desserts. We’ll assess how well the staff caters to every customer’s needs.
    3. Ambiance and Presentation: The overall dining experience matters just as much as the desserts themselves. Our shoppers will evaluate the ambience and presentation to ensure it’s a feast for all senses.
    4. Cleanliness and Hygiene: We’ll ensure that Heavenly Desserts maintains the highest standards of cleanliness and hygiene.
    5. Staff Knowledge: Our shoppers will test the staff’s knowledge about the dessert offerings and ingredient details.

    “Heavenly Desserts x Proinsight, a match truly made in heaven. Proinsight have been very reliable in ensuring each of our restaurants has regular, detailed guest experience reports that highlight both the opportunities and the great work being done daily by our teams.  

    The guest experience is at the very heart of what we do and our continued relationship allows us to ensure we execute excellent service and operations consistently. PI are valued partners as we continue our vision to spark joy in every guest, across the globe”  

    -Wesley Williams, Area manager  

     Stay tuned for updates and insights that will elevate Heavenly Desserts to new heights. And if you’re eager to enhance your own customer experience, reach out to us today to see how we can help sweeten your success.

    Contact Us !


    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!