• Mystery Shopping your Customer Experience

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    Updated: 15th April, 2025 | Created: 20th September, 2021
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    How You Can Be A Mystery Shopper From The Comfort Of Your Own Home

     

    There are so many advantages to becoming a mystery shopper and working with a reliable mystery shopping company. Not only is this a brilliant way to earn some extra money in your free time, but it is also incredibly rewarding and an opportunity to make a real difference to the businesses in your local area.

     

    Nowadays, mystery shopping is more versatile and flexible than ever before too and no two days will ever be the same. You even have the convenience of working from home to complete some of your mystery shopper assignments and you won’t necessarily need to visit a business premises to complete a shop. If you’re intrigued to learn more about how you can become a successful mystery shopper with an awesome Shopper Grading from the comfort of your own home, keep reading today.

     

    How mystery shopping jobs work

     

    Simply put, as a mystery shopper, it’s your job to provide feedback to businesses about your first-hand experience of their service. You will have the ability to apply for different assignments that interest you and you won’t have to complete any shops that aren’t convenient for you.

     

    Once you are signed up to become a mystery shopper, you will be able to access a dashboard showing all of the current opportunities available before deciding which you’d like to apply for. All applications are reviewed by the mystery shopping agency to ensure that the right mystery shopper is chosen for the assignment, and the assignments you’re chosen for will depend on things such as; the type of business and what services they’re using.

     

    When you’re a mystery shopper, you can work on as many assignments as you’d like at one time, but it is essential that you meet all due dates and that your feedback is still top-notch. It’s worth noting that the quality of your completed assignments will influence whether you’re accepted for the next assignments that you apply for.

     

    Mystery shopper assignments you can do at home

     

    Working from home has become the new normal for many and mystery shopping is actually something that you can do from the comfort of your sofa. In addition to traditional face-to-face mystery shopping that requires you to visit a business premises, there are a number of other mystery shopping services that can be completed anywhere, such as;

     

    Online mystery shopping

     

    This mystery shopping service involves interacting with a business online and providing feedback about your experience from start to finish. For example, you might need to order a product online and give feedback about the ease of use of the website, how well the online payment system works and the speed of the delivery. So, the vast majority of online mystery shopping assignments can easily be completed at home.

     

    Social media mystery shopping

     

    As the name suggests, social media mystery shopping is a service whereby you will provide feedback about your experience of a business’s social media channels. You may need to engage with a business and give feedback about response times and whether the response was in line with the brand, for example. When you have social media on your smartphone or tablet, you can complete these assignments absolutely anywhere.

     

    Telephone mystery shopping

     

    This mystery shopping service simply requires you to call a business and provide feedback about your experience with them via the phone. Depending on the business’s goal, you may need to give feedback about the waiting times and how helpful the customer service team were, for example. Again, all you need is your phone (and maybe a notepad) to be able to complete telephone mystery shopping assignments, so they can be completed from your sofa.

     

    Working for a mystery shopping agency

     

    Hopefully, if you’re interested in becoming a mystery shopper, the information above will be beneficial. There is no denying that working for a mystery shopping agency is definitely worthwhile considering, whether this is full time or part time, and when you’re specifically looking for a job you can do at home, you shouldn’t overlook mystery shopping.

     

    If you have any questions at all about mystery shopper assignments, get in touch with us here at Proinsight today. We are a well-established and trusted mystery shopping agency, and we will gladly provide you with any additional information you require about becoming a mystery shopper. We are always employing mystery shoppers too and we can discuss with you in more detail joining our community of outstanding mystery shoppers. We pride ourselves on being a friendly and supportive team, and there is no better agency to turn to for mystery shopping jobs.

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      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!