• Mystery Shopping your Customer Experience

  • Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    Celebrating 1 Year at Proinsight 

    By Antonio Buhagiar

    Yesterday marked the end of my first year at Proinsight, and what a year it has been! I have undertaken three different roles during my time here and have learned so much from each one of them along the way. Rather than letting this milestone pass, I wanted to take some time to reflect on what has been an awesome year.

    Learning the ropes as Programme Coordinator

    After graduating from university and starting my first full-time role I didn’t quite know what to expect! However, it quickly became apparent that I had found a company that would be able to help me grow and develop. Naturally, there was a lot to learn; getting to grips with all the different clients we work with and understanding their mystery shopping programmes as well as beginning to build relationships with our Mystery Shoppers was challenging, but with the support of the team I quickly began to find my feet and became more comfortable within the role. What stood out to me the most after my first few months was how much I enjoyed my work – not only was the team vibe fun and exciting, but every day was a new challenge and an opportunity to learn.

    Promotion to Project Manager

    After 8 months as a Programme Coordinator, I started a new role as Project Manager. The transition into this role was natural for me and I was eager to take more of an active role in helping develop the team. Sharing my experience and skills with new members of the team by leading call coaching sessions was exciting as I was able to have a direct impact on improving how we communicate with our Mystery Shoppers – a vital part of our roles in the operations team. I also became more involved and responsible for delivering specific client projects as well as helping grow and improve the quality of our shopper community. The responsibilities I gained in my role as Project Manager showed me that I was valued at Proinsight and demonstrated to me that I was able to keep growing within the company.

    A new chapter as Operations Manager

    A year after joining Proinsight, I am now delighted to be taking on the role of Operations Manager. I am looking forward to leading and supporting the operations team to ensure that all our mystery shopping programmes run smoothly and will continue to work closely with our Mystery Shoppers to help build upon our already amazing community. As ever, I am eager to continue learning and ready for any challenges that myself and the operations team may face.

    Looking back on my journey over the past year reminds me how much I love working at Proinsight; the culture is next to none, and the people are all brilliantly talented. I really couldn’t ask for a better business to be part of. Thank you so much to everyone that I have had the pleasure of working with throughout my time here; from the in-office team, our Quality Control team, and our amazing shoppers. All of you have made my journey thus far thoroughly enjoyable and I look forward to seeing what the future holds!


    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.