• Mystery Shopping your Customer Experience

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    Shopping basket
    Updated: 14th April, 2025 | Created: 10th May, 2024
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    Complete Your Profile:

    Your first order of business is to log into your mystery shopping platform and fill out your profile fully. This step is crucial because it helps us match you with suitable assignments. Don’t forget to include your bank details – after all, we want to reward you for your hard work!

    If you are unsure on how to do this, simply click here, to view our Proinsight Academy article on shopper pay.

    Apply for Some Shops:

    Once your profile is up to date, it’s time to browse through the available shops in your portal. From retail stores to high-end boutiques, there’s a wide range of assignments waiting for you. Apply for a variety of shops that catch your eye, and don’t hesitate to leave a comment with your application. Personalising your application and adding comments to show you understand the brief increase your chances of snagging the assignment.

    Remember, competition can be stiff, especially with our extensive network of shoppers across the UK. So, don’t be disheartened if you don’t get assigned to all your preferred shops. Keep applying and refining your approach – success will follow!

    Stay in Touch:

    Communication is key in the world of mystery shopping. Once you’ve applied for your desired shops, don’t disappear into the shadows! We’re here to chat and support you every step of the way. You’ll be assigned a dedicated manager for your location who’s ready to assist you.

    While you’re at it, why not check out our amazing team, here?

    Whether you have questions about your upcoming assignments or simply want to say hello, don’t hesitate to reach out. Give us a call, drop us a message, or shoot us an email – whatever works best for you. Our team is here to ensure your mystery shopping experience is smooth sailing.

    STARS Grading Explained: 

    You are scored for each mystery shop that you complete by our careful team of quality controllers! You are scored on 5 elements of your work out of 3 metrics.

    Each of the 5 STARS elements is made up of 20% of your total grade for every survey you submit. Your total grade will then be determined by an average of all surveys completed using this scoring system.

    You. an read more about STARS on our Academy by clicking here.

    Get Social!

    Make sure that you are following us on socials and in our Facebook group to stay up to date and pick up the best shops!


    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.


    Robert Brocklesby

    Robert Brocklesby

    Senior Client Success Manager

    Robert is a Senior Client Success Manager at Proinsight, bringing over 20 years of consultancy and industry experience in customer service measurement and development. Throughout his career, he has led numerous high-impact projects for well-known clients across the UK, spanning a wide range of sectors. His work has consistently driven significant improvements in customer experience and contributed to sustainable, profitable growth.

    Robert recognises that each client is unique. He designs tailored Mystery Shopping programmes to monitor, enhance, and elevate the customer journey, aligning with each organisation’s specific goals. In addition to his consultancy work, Robert is a qualified teacher and regularly delivers customer service workshops. These sessions focus on identifying key strengths and uncovering areas for development, empowering frontline teams to drive continuous improvement.


    Deborah Jones

    Deborah Jones

    Senior Client Success Manager at Proinsight Mystery Shopping

    Debs has spent the last 25 years working in the health and fitness, hospitality, leisure, and childcare industries, holding senior management and consultancy roles. She has also enjoyed some backpacking and travel adventures along the way! In her spare time, she loves all things health and wellness, spending time with friends and family, and hiking with her lovely dog!