• Mystery Shopping your Customer Experience

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    Updated: 29th April, 2025 | Created: 29th November, 2024
    Lucy Winn Final Headshot For Website

    Lucy Winn

    Brand and Communications Manager | Proinsight Mystery Shopping

    This October, Proinsight’s Client Success Manager, Josie, and Founder and Managing Director, David, had the honor of attending the prestigious Scottish Leisure Network Group Committee and Awards. This remarkable event shines a spotlight on the exceptional achievements within Scotland’s fitness and leisure sector, recognizing the incredible work being done across gyms and leisure centers throughout the region.

    Scottish Leisure Network Group Conference!

    The night was filled with celebration, and we’d like to extend our heartfelt congratulations to this year’s winners:

    A huge congratulations to all the winners! It was a great celebration of innovation and excellence in the fitness industry, particularly in Scotland.

    Take Your Fitness Business to the Next Level

    Do you have a fitness business and want to elevate your customer experience? At Proinsight, we specialize in helping businesses like yours excel through actionable insights gained from our mystery shopping programs where we truly understand your customer service.

    By analysing the member journey, we empower businesses to enhance customer service, improve member satisfaction, and ultimately boost revenue. Our esteemed clients, including David Lloyd, Gymbox, and UBX, have successfully transformed their member experiences with the help of Proinsight’s programs.

    Let’s work together to bring your fitness business to new heights. Reach out to learn more about how mystery shopping can be the game-changer for your brand!


    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.