• Mystery Shopping your Customer Experience

    • 0
    Shopping basket
    Updated: 14th April, 2025 | Created: 29th September, 2023
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    At Proinsight, every interaction matters. As of this month, we are delighted to announce that we have officially conducted an astounding 500,000 mystery shops. This significant milestone represents years of dedication, innovation, and a deep commitment to providing exceptional service. Join us as we reflect on the journey so far, the diverse industries we cover, the high-quality service we provide, and our ambitious goals for the future. 

    “There’s a few things that we’ve done that our competitors aren’t doing. I think the first thing I’d say is how we built our culture; we built our culture from the bottom up.” 

    David Hopkins  

    Founder & Managing Director

    Click image to view video.

    A Trip Down Memory Lane  

    We have been dedicated to revolutionizing customer experience measurement. Our journey began with our Founder and Managing Director, David Hopkins, who had a vision to bridge the gap between businesses and their customers, ensuring a seamless and enriching experience at every touchpoint.  

    Over the years, we have refined our processes, harnessed technology, and built a team of passionate individuals to execute our vision with precision and dedication. 

    Reaching 500,000 mystery shops is a testament to the trust our clients have placed in us and the hard work of our team. We’ve witnessed firsthand the impact of our insights in helping businesses make data-driven decisions to enhance their operations and elevate customer satisfaction. 

    Proinsight proudly serves a wide array of industries, understanding the unique dynamics and challenges each sector faces. Our mystery shops encompass but are not limited to: 

    Retail, Hospitality, Healthcare, Banking and Finance, Automotive & Housing Development. 

    “The way we’ve evolved over the years is that we aren’t just offering a one size fits all product. No customer journey is a one size fits all”

    Chloe Kinch 

    Director of Client Success

    Click image to view video.

    The Future of Mystery Shopping: Trends and Predictions 

    The future of mystery shopping is a thrilling frontier brimming with technological innovations and heightened customer expectations.  

    As technology continues to evolve, we anticipate a surge in the use of artificial intelligence and machine learning to enhance the mystery shopping process. Automated data analysis will enable quicker and more accurate assessments, freeing up valuable time for deeper insights and strategy development. Additionally, the integration of virtual and augmented reality into mystery shopping could revolutionize the way evaluations are conducted, providing a more immersive and realistic experience for both shoppers and businesses. Furthermore, as sustainability gains momentum, we foresee a rise in eco-conscious mystery shopping, evaluating businesses’ efforts towards sustainability and ethical practices.  

    The landscape of mystery shopping is evolving rapidly, and we are excited to be at the forefront, leveraging these advancements to elevate our services and provide even more value to our clients
     

    “In the last 12 months, we’ve not only helped our client focus on their growth strategy, to build revenue and increase market share, we’ve also utilized our expertise as a team to become more involved in the internal processes in the business”

    Jill Spencer  

    Director of Business Intelligence

    Click image to view video.

    Reaching 500,000 mystery shops is a remarkable milestone, a testament to our unwavering dedication and the trust our clients place in us. As we celebrate this achievement, we look forward to the exciting journey ahead, working hand in hand with businesses to redefine customer experiences and set new standards of excellence. Here’s to the next 500,000 and beyond! 

    Click image to view video.

    “To give half a million pieces of insights is incredible, and to me it’s not just the insights through mystery shopping, it’s putting a smile on the faces of half a million people”

    Hannah Weekes

    Director of Operations and International Partnerships

    We extend our heartfelt gratitude to our dedicated team members, valued clients, and diligent mystery shoppers who have played a crucial role in this incredible journey. With our sights set on the future, we remain steadfast in our dedication to providing actionable insights that empower businesses and elevate customer experiences. Here’s to the next 500,000 mystery shops and beyond!


    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!