• Mystery Shopping your Customer Experience

  • Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    How Mystery Shopping Agencies Can Help Online Companies  

     

    In this digital day and age, the way that companies operate is changing. Whereas traditionally, almost all companies would have a brick and mortar store or at least a business premises for employees, this is no longer the case. Many are moving away from this conventional way of working and online companies that work remotely are considered to be the ‘new normal’.  

     

    It isn’t uncommon for online companies to simply assume that mystery shopping agencies won’t be able to help them because they don’t have any face-to-face interaction with their customers. However, nowadays there are plenty of useful services provided by agencies in addition to standard face-to-face mystery shopping. Whether you’re an online clothing retailer or an online insurance company, you can still benefit greatly from employing mystery shoppers.  

     

    If you own an online company and you’re wondering how a mystery shopping agency will be able to help you, below are some of the most useful services you should be aware of.  

     

    Online mystery shopping 

     

    Not only can mystery shoppers take shopping trips into brick and mortar stores, but they can also shop online too and measure the performance of an online service from start to finish. Online mystery shopping services can provide you with an invaluable insight into what it is like for customers to interact with your company online.  

     

    When you own an online company, it is absolutely essential that you’re providing industry-leading online services and a mystery shopping agency can help you ensure this is the case. From looking at your website accessibility to the convenience of your payment service, a mystery shopper can help you make sure your whole customer journey is flawless.  

     

    Telephone mystery shopping 

     

    Another way that mystery shopping agencies can assist you is by providing telephone mystery shopping services. There is a high chance that when you own an online company, your customers will be able to contact you via the telephone and the experience that you provide when they do so is incredibly important.  

     

    Simply put, if your customer service isn’t outstanding, this can be detrimental to your reputation and, in turn, the success of your online company. A mystery shopper can provide you with feedback about their first-hand experience with your employees on the phone and they can inform you about things such as your current waiting times and how helpful your team is.  

     

    Social media mystery shopping 

     

    The vast majority of online companies will use social media and this often plays a vital role in their marketing strategy. Due to the importance of social media nowadays, mystery shopping agencies can also provide social media mystery shopping services that will enable you to better understand just how beneficial your social media is being.  

     

    There is no denying that how you communicate on your social media channels is just as important as any other channel of communication and it is essential to get this right. A mystery shopper can assess your social media channels and also engage with your company via these channels, providing you with feedback on your user experience.  

     

    Market research  

     

    No matter how old your online company may be, staying up to date with what your customers are looking for and ensuring that you provide the products or services that they really want rather than what you think they want is crucial. Mystery shopping agencies can help you to stay relevant with market research services.  

     

    By looking at the perception that ex-customers, current customers and potential customers have of your online company, you can drive strategic decisions for business growth and ensure that you’re always heading in the right direction. Research teams can offer a wide range of methodologies for information collection and also help you analyse the findings.  

     

    Working with a mystery shopping agency  

     

    It is fair to say that whilst mystery shopping is frequently associated with brick and mortar stores, there are lots of different ways that mystery shopping agencies can help your company even if you solely operate online. Enlisting the help of an experienced agency can be incredibly advantageous and they will help to ensure that you’re providing the best customer journey, and that you continue to stand out from the crowd for all of the right reasons.  

     

    To find out more about working with a mystery shopping agency, feel free to contact us below at Proinsight. We are mystery shopping specialists and we can provide you with a range of invaluable services, from online mystery shopping to market research, and we will gladly discuss all of these services with you in more detail. With many years of experience behind us, you can trust that we are the best agency to contact in this regard and you will never be disappointed with the exemplary services that we provide.  


      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.