• Mystery Shopping your Customer Experience

  • What is International Women’s Day?  

    We all know it’s a day where we see an increase in female faces posted on LinkedIn profiles to highlight the successful women they have within the business. But what does it really mean?

     

    Upon searching the world wide web for the history behind it and the true meaning; a simple explanation stood out ‘Gender equality today, for a sustainable tomorrow’.  

     

    This reminded us of an interview we recently listened to with Mo Gawdat, former Chief Business Officer for Google X and author of the book Solve for Happy who stated: “Societies biggest failure is that by encouraging women to fight for equality we force women to be more masculine.” 

     

    He continued to suggest that we should be empowering women to embrace the feminine traits*; nurture, intuition, creativity, and empathy. 

     

    By bringing these qualities to our all our professional lives, we can better collaborate, overcome more challenges, and create amazing things. And this links back clearly to the purpose of International Women’s Day. 

     

    So today, we want to express our gratitude to the women who make Proinsight a better business by standing strong by what they believe in, caring for one another, and bringing innovative ideas to the table:

     

    To the 23,000 women in our mystery shopper community who relay their thoughts and feelings within their mystery shop reports which helps drive better service for all our clients.

     

    To the female Programme Coordinators in our office who bring passion, drive, and joy every day. 

    The ladies who make up 71% of our Quality Control team for consistently driving the highest detailed reports to delight our clients. 

     

    And finally, Proinsight’s management team who are always seeking creative new ways to improve the way we work. 

     

    To all women who are showing up every day as their authentic selves, you are the creators of our ‘sustainable tomorrow’

     

    *(masculine and feminine traits are not referring to man and woman, these are traits that are correlated to the masculine and feminine.)


    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.