• Mystery Shopping your Customer Experience

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    Updated: 15th April, 2025 | Created: 8th August, 2019
    Proinsight Staff David The Boss

    David Hopkins

    Managing Director | The Home of Mystery Shopping

    Proinsight Shopper Ezine – August 2019

    Do you suffer with FOMO (fear of missing out)?

    If you didn’t before, you should now! We’ve moved our Facebook page to @proinsightuk, and if you’re not following us you’ll certainly be missing out.

    Keep up to date with the goings on at Proinsight HQ by following us on our new Facebook page, www.facebook.com/proinsightuk. You’ll be able to catch up on the team events, shopper top tips, new clients and networking events.

    We’d also LOVE to hear about your Proinsight experience in a review. If you’d recommend Proinsight to your friends and family then please do ‘recommend’ on the review section of our page.

    Click here to head to our Facebook review page

    Become part of the new generation of Pro lovers! Especially if you’ve had great experience or built a wonderful partnership with your Programme Coordinator, we’d love to hear about it.

    If you prefer Google, don’t fear! You can also leave a review here too.
    Just click this link to scream about your love for Proinsight on Google.

    Last month we teased, this month it’s here!

    We’d now like to announce that Proinsight are selling covert video cameras to our shoppers!

    Our clients are understanding more that having the ability to watch back the service their colleagues are providing allows them to train and encourage better customer service and performance.

    This is great news for you, our shoppers! Video mystery shopping pays a higher fee than normal mystery visits and as Proinsight are growing, so is the ability to complete video mystery visits.

    Usually our experienced and regular video mystery shoppers use covert button hole cameras to complete their visits. Whilst, we’d suggest that this is still likely the best way to complete lots of video visits or those that last a long time, we understand that this is rather costly and wanted to look into ways of making upgrading to ‘video status’ more viable.

    Our covert smart watch cameras run on a looped system that will record in 10 minute clips that can be linked together before attaching to your Proinsight survey. They cost £44.99 each which includes postage and packaging and will usually arrive within 5 days of purchase. So perfect for the August video mystery shops that you’ve got your eye on!

    Video mystery shops tend to pay £25-£70 so once you’ve completed 2 shops with your new covert watch you’re quids in!

    This cost (£44.99) does not include the micro SD card you will need to record and save your footage, we suggest a 64GB micro SD card but 32GB can be used for 20-30 minute assignments.

    To order your covert video smart watch or find out more information, please email us at [email protected], by clicking this link an email will populate with the subject title ‘Video Watch Camera – My Location Is….’, please populate your location and enter your query into the email body.

    We’d suggest only looking into becoming a Video Mystery Shopper if you’ve completed mystery shops before and are used to survey writing and conducting assignments to a high standard. Please contact your Programme Coordinator for advice or to ask questions about if video shopping is for you.

    Our TOP Newbie is Jane from Solihull!

    We’ve gone from Julie to Jane, the Jennifer’s and Jonathan’s need to step up to the plate for the J’s!

    Congratulations Jane, you’ve really made your mark on the Proinsight team. Jane has completed an amazing 15 assignments in her first month with us! That’s 7 more than last months newbie!

    2nd place goes to Maroulla from Enfield with 7 completed visits.
    3rd place is James from Sutton Coldfield with 5 visits in their first month.

    Jane, Maroulla and James all started their Proinsight journey in July and have already started helping our clients in creating better brands and happier customers. Thank you all!

    Of course, it’s not all about quantity, QUALITY is important too!

    If you haven’t already, the best place to be whilst getting used to report writing is our Proinsight Shopper Academy! Here you’ll find printable or saveable checklists on how to write, complete and submit your reports in the best way.

    Visit https://proinsight.freshdesk.com/support/solutions to start learning now! 

    New Client Alert
    Amongst the old clients we all know and love, Proinsight have created new partnerships with lots of new clients in July that we’d love to tell you about.

    Brilliant news for you ladies and gents as it means we’ll be keeping you busy as well as filling your pockets with and widening your experience.

    New clients include Kaspa’s Dessert (another ice cream/desserts restaurant to add to the list), The Langham Hotel (1 more high end hotel/restaurant/bar to let you dress up in your posh frocks), UK Parliament (talking of posh frocks, why not put on your fancies for a UK Parliament tour?!), Stansted Airport (we all fancy a coffee or food before a flight), Anytime Fitness (experience a membership for a month!), plus loads more!

    Log on to your Open Opportunities page to see what assignments are available near you. Click here to get yourself logged in to ‘Open Opportunities’.

    Come and join the Proinsight team in our central London office!

    You’ll get the change to meet the team, network with fellow shoppers and have the most common shopper questions answered. This networking event is for our current shoppers, old and new.
    Please do come and join us for a coffee and catch up!

    Contact [email protected] or check out our event on www.facebook.com/proinsightuk for more details.

    There will be 2 events on Thursday 26th of September.
    There are limited spaces so please book your space.

    14:00 – 14:30 
    Book a space on our daytime event HERE.
    (only 20 spaces available)

    18:30 – 21:00 
    Book a space on our evening event HERE. 
    (only 35 spaces available)

    We’d love to meet you and help plan your future shopper journey with Proinsight Research Ltd. Please do email us at [email protected] with any questions you may have.

    Shopper of the Month!
    July 2019

    We are delighted to announce our Shopper of the Month, Siobhan from Belfast!
    We appreciate all the hard work our shoppers do and all the great reports that they write, but Siobhan is ‘something else!’ and has really helped us out in Northern Ireland.

    Siobhan registered with us in August 2019 and has since been able to provide feedback to 7 different clients. She’s now lucky enough to be able have completed one of our most sought after mystery shopping assignments, the David Lloyd member journey!

    A very well done from our Programme Coordinator and Quality Controller team.

    Congratulations Siobhan! You have won yourself a £20 John Lewis voucher. Get in touch and we’ll arrange the best way of getting this to you.

    Every month, we reward a shopper for consistently writing emotively, descriptively and completing shops reliably. If you haven’t won, don’t despair, you’ll have your moment!

    If you are looking to win shopper of the month, our shopper checklist will help you accomplish this!

    We love to chat! Please feel free to contact us using our social media platforms either throughout or outside of office hours. We can’t always promise to be ‘having a scroll’ at the same time as you, but will get back to you as soon as possible! 

    Our hashtag is #proinsightuk if you’d like to shout us out!

    Facebook
    Instagram
    Linked In
    Twitter

    For direct and recorded contact, please continue to email [email protected]


    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!