• Mystery Shopping your Customer Experience

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    Updated: 28th May, 2024 | Created: 9th November, 2023

    At Proinsight, we are thrilled to continue our prestigious partnership with UK Active, a leading organisation in the fitness and physical activity sector. This exciting collaboration has allowed us to play a significant role in the UK Active Awards, the most celebrated recognition of excellence in the fitness industry. As a mystery shopping provider dedicated to ensuring top-notch service quality in fitness facilities, we are delighted to be the official judging partner for these awards. Join us as we celebrate this remarkable journey and congratulate the winners who have excelled in delivering outstanding fitness experiences.

    Recognizing Excellence in the Fitness Industry

    The UK Active Awards have long been a symbol of excellence in the fitness and physical activity sector. The awards honour organisations and individuals who have gone above and beyond to create exceptional fitness environments and experiences for their members. These awards are a testament to the dedication, hard work, and innovation that drive the industry forward.

    Our Role as the Official Judging Partner

    Proinsight is honoured to be the official judging partner for the UK Active Awards. Our expertise in conducting mystery shops for fitness facilities positions us as the perfect choice to assess and evaluate the performance of nominees. We take pride in our rigorous evaluation process, which covers key aspects of customer service, facility cleanliness, equipment maintenance, and overall member satisfaction.

    The Magic of Mystery Shopping

    Mystery shopping is a powerful tool in the fitness industry that provides valuable insights into the member experience. By conducting discreet and impartial assessments, we help fitness facilities identify areas for improvement and celebrate their strengths. Our dedicated team of mystery shoppers ensures that every aspect of the fitness facility is thoroughly examined, offering a comprehensive overview of the member journey.

    Celebrating the Winners

    As the official judging partner for the UK Active Awards, we would like to extend our warmest congratulations to this year’s winners. Your commitment to excellence and dedication to delivering outstanding fitness experiences have not gone unnoticed. We are proud to have played a part in recognising your achievements.

    The Impact of Quality Service

    Quality service in the fitness industry is about more than just aesthetics and modern equipment. It’s about creating an environment that motivates and supports individuals on their fitness journeys. The UK Active Awards celebrate the facilities and individuals who understand this and consistently go the extra mile.


    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.