• Mystery Shopping your Customer Experience

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    Updated: 19th November, 2021 | Created: 24th September, 2021

    Everybody Sport and Recreation relaunch mystery shopping programme

    After bouncing back post Covid-19, Everybody Sport and Recreation are continuing to put their members first by ensuring they deliver the best customer experience by mystery shopping all of their leisure centres.

    Our mystery shoppers who are all keen gym goers, will be providing feedback on what it’s like to be a member at an Everybody Sport and Recreation facility as well as testing out their day passes for newbies.

    Customer Experience Manager, Steve Houchin, told us why it’s so important to deep dive into the member experience:

    “It’s vital that we are monitoring our performance as a business from the very start of the initial online enquiry stage, right the way through to the experience of customers getting fit and healthy in our gyms, studios and swimming pools to achieve their goals.

     

    To be re-igniting our partnership with Proinsight again is very exciting. During our previous partnership, Proinsight were instrumental in providing feedback in key areas to support developing our front of house teams. Highlighting these key areas to develop has enabled us to provide staff the skills and training required to enhance the experience within all of our centres.

     

    Our restart of the scheduled mystery shopping at Everybody Sport and Recreation clearly outlines our intentions to now improve and move forward our digital and automated systems too.  This will ensure that all online transactions and communications seamlessly link in with face-to-face interactions within centres too.”

     

    If you would like more information about mystery shopping, please fill out the enquiry form below and we will be in touch!


      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.