• Mystery Shopping your Customer Experience

  • Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    Ah, the holiday season—a time for twinkling lights, festive carols, and the exhilarating challenge of mystery shopping in the midst of Christmas chaos. Fear not, brave mystery shopper, for we’ve unwrapped a few tips to help you navigate the hustle and bustle of the Christmas period.

    1. Check Festive Open Hours

    Before you don your invisible cloak and embark on your undercover mission, be sure to check store opening times. Nothing ruins the element of surprise like arriving at a closed store. Santa may work all night, but unfortunately, not every retail elf follows suit. A quick online check can save you from a merry mishap and ensure your mission is a ho-ho-ho hit.

    2. Combine Mystery Shopping with Gift Hunting

    Why limit yourself to one festive to do? Use this opportunity to check off items from your own Christmas list. Who said you can’t spread holiday cheer while completing your assignments? It’s the ultimate win-win, and your loved ones (& bank account) will thank you

    3. Plan Ahead for a Seamless Shopping Trip

    In the spirit of good planning, map out your route, schedule your visits, and schedule in those mystery shops.But, even the best-laid plans can encounter a hiccup or two. Have a contingency plan in place for unexpected events, like a store unexpectedly closing for a holiday party or a sudden influx of shoppers causing unforeseen delays. A prepared mystery shopper is a successful mystery shopper.

    4. Check It Twice: Keep Tabs on Receipts and Notes

    Santa knows the importance of checking his list twice, and so should you. Collect and safeguard your receipts, and if you have a few assignments to do at once, jot down notes to help you write 5 STAR(S) reports when you get home! Take note of product displays, customer service interactions, and any unexpected surprises! Perhaps snapping a few pics on your phone might jog your memory later.

    5. Reach Out to Our Team

    Even the most seasoned secret shoppers need a little support now and then. If you find yourself in the midst of a tinsel tangle, don’t hesitate to reach out to our dedicated team. They’re here to untangle the mysteries, answer your queries, and provide guidance when the tinsel gets tough.

    As you begin your mystery shopping escapades this holiday season, remember: you’re not just a shopper; you’re a festive detective spreading joy and providing invaluable insights to businesses all over the UK. May your shopping bags be full, your receipts be organised, and your reports be merry and bright.

     

    Happy shopping, and may your holidays be filled with mystery and delight!


    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.