OUR METHODOLOGY

Happiness Works™

At Proinsight, we like to do things differently. We bring the human touch to everything we do. We keep things relational. We focus on the positives, not just the negatives.

Then we add big data and AI technology in the mix – giving our clients a near real-time picture of the customer experience, how they feel about it, and how to improve it.

‍We call this Happiness Works™.

OUR ETHOS

Taking the positive approach

It’s easy to assume mystery shopping is there to catch people out, to make them feel about getting things wrong. We see it differently.

For us, mystery shopping is as much about where things are going well – where customers are happy – as it is about wherethings could be better.

We keep things positive for staff, because when it comes to improving customer service, the carrot works better than the stick.

HOW IT WORKS

Human insight. Big data. AI analysis.

The best things come in threes – and our mystery shopping methodology is no different. Happiness Works™ is how we ensure our clients have the most powerful insights at their fingertips. It brings together:

The human piece

Researchers and mystery shoppers who know what to look for

The data part

Patterns built from thousands of shops for hundreds of brands

The AI bit

Processing it all, at speed, to uncover where exactly to focus

It’s an approach that goes beyond simple diagnosis. It's focused on finding answers to the importabt questions, like:
“What changes will have the biggest impact?”

OUR PROCESS

The 5 steps to happiness

Get to the heart

Pinning down why the insights matter, what you want to achieve

Design for feeling

Designing aprogramme to capture the experience – and emotions – of being a customer

Send in real people

Inviting a selection of our mystery shoppers to experience
the brand for themselves

Make happiness visible

Capturing our mystery shoppers' experiences and using big data to benchmark vs your peers

Turn insight into action

Combining human judgement and AI analysis to suggest next steps

CUSTOMER SATISFACTION BENCHMARK

Emotion Impact Index™

Emotions determine what customers will do next. Yet most mystery shopping stops at "did staff follow the process?"

The Emotion Impact Index™ goes further – measuring how customers were made to feel, and what that means for loyalty and spend.

Unique sector benchmark
AI-powered data analysis
Developed with Leeds Beckett University

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