• Mystery Shopping your Customer Experience

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      0203 0954954

      Proinsight Research Ltd
      Studio 410, Metal Box Factory, 30 Great
      Guildford Street, London SE1 0HS


      Here at Proinsight, we proudly offer a wide range of mystery shopping services, working with our clients to transform their customer experience. If you have any questions regarding the work we provide, we have answered some of our most frequently asked questions about mystery shopping below. If your question is not answered on this page, please feel free to get in touch with our awesome business development team who will be more than happy to help.

      By impersonating a real life customer, our certified mystery shoppers are experts in knowing what an epic customer experience looks like. The Proinsight mystery shoppers embed themselves into your business to observe and measure the level of customer service, the environment, the product quality, and various other factors specific to your organisation, enabling them to provide honest and impartial feedback in a comprehensive report.

      As a specialist mystery shopping company, we take great pride in ensuring that each of our mystery shoppers has a complete understanding of the organisation’s brand and their expectations of their customer journey. Before beginning a mystery shopping assignment, our mystery shoppers are given a detailed brief which outlines their mission, scenario, and expectations of the mystery shop. They then have to complete a pre-assignment test which measures whether they have fully understood all the information we have given them about the brand they are mystery shopping.

      We need 3 things to get you started:

      1. Your customer journey – we help you turn this into a mystery shopping survey which is completed by our mystery shoppers
      2. Your locations – in order to find local mystery shops and send them in at the right time
      3. Frequency – how often you want us to deliver insights over a 12 month period

      Once we have these, our team take care of the rest.

      At Proinsight, one of our core values is speed! As soon as we have all the information we require from yourselves we can create your mystery shopping programme within 3 days. All mystery shops start on the 1st of every month and are completed within the month.

      A wide variety! From digital to telephone, right through to face to face mystery shops. Mystery shoppers are not just limited to measuring an experience, they can also measure a process. We will happily work with you to establish the best approach for you, so the most important aspects of your customer experience are reported on in the level of detail you desire. Head over to our Sectors and Expertise page to see who and what we mystery shop. We also do competitor mystery shopping, however we cannot record or film them!

      Nope! Any business that has a form of customer journey can receive a mystery shop. We have become experts in all sectors, including leisure centres, health clubs, car dealerships, retail brands, restaurants, hospitality – just to name a few. No matter what industry sector you fall under, it is highly likely that we have experience within that sector. If you are unsure if we are the right provider for you, it is always worth a conversation with our team and we can highlight exactly what benefits we can bring to your customer journey.

      Absolutely, we are Elite Members of the Mystery Shopping Professionals Association EMEA, which means we have fantastic partners overseas who can support us in delivering any mystery shops outside of the UK.

      We certainly do – this is the best way to collate and summarise your mystery shop reports to highlight key trends within your business to drive improvement. The online portal is fully branded to your organisation and you’re more than welcome to to create and run reports on any of the data you require, so it feels like an extension of your business. If you would like to take a look at our online portal, a member of our team would be happy to show you in more detail.

      At Proinsight, as one of the industry leading mystery shopping agencies, we are committed to providing our customers with a completely bespoke solution with as much ongoing support as they require. You will always have a dedicated account manager who will always be on hand to ensure you get the best value for your mystery shop programme.

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