• Mystery Shopping your Customer Experience

  • Proinsight Staff David The Boss

    David Hopkins

    Managing Director | The Home of Mystery Shopping

    Key Highlights of Proinsight Client Talkback Survey

     

    Our Client Talkback Survey, completed during February and March of this year, yielded some very interesting findings. A good number of questionnaires, in the form of online surveys, were completed, and we thank those clients who took part and hope they enjoyed their Starbucks vouchers! The questions were designed to gauge the level of satisfaction that our clients have with the services Proinsight offers, and here are a few of the enlightening pieces of insight we gained:

    • A lower than expected 56% of clients who participated in the survey received the Proinsight Annual Benchmark Report, but after learning this we made sure these Reports were sent out to the remaining 44%.
    • Over half of those surveyed who received the Proinsight Annual Benchmark Report stated that they did not want any changes made or new topics covered in the 2015 edition; this indicates a good level of satisfaction. Some of the suggestions received for this question include “Greater market segmentation of the sector” and the role of “Technology” and its “likely course of impact”.
    • 78% of those surveyed stated that they did not have any suggestions for improving the current service levels Proinsight delivers – this suggests that the majority of our clients are happy with the current service levels. Some suggestions offered were “regular update of consolidated/historic reports every month”, “more planned meetings to discuss further research” and “faster responses when raising queries”, although the client did mention that the situation had improved since dealing with Anna, our Head of Client Services and Research.
    • When we asked those surveyed if there are any other types of consumer insight that they would like Proinsight to offer, 38% answered ‘Yes’, with 4 respondents mentioning Market Place Awareness – this has been duly noted!
    • We have achieved an NPS Score of +39, which is a good result. However, we are determined for this score to rise even higher this year, and this will be achieved first and foremost by taking on board feedback from our clients. The suggestions most frequently offered in the survey responses were “Developing better lines of communication” and providing “More regular feedback.

    Overall, we are very pleased with the results of the Client Talkback Survey, as they show that levels of satisfaction are high. However, suggestions for ways we can improve are highly valued, and we are pleased that this survey gives our clients a platform from which to express their true feelings. Thank you again to all those who took part – we can assure that your feedback will lead to positive changes!

    If you want to find out more about the mystery shopping and market research services that Proinsight can offer your company, please contact us at [email protected].

     

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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.