• Mystery Shopping your Customer Experience

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    Updated: 14th April, 2025 | Created: 27th March, 2023
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    When businesses invest in things such as marketing or training, they will often look at the  Return On Investment (ROI) to justify the money they’re spending. The same applies to mystery shopping services and when they implement a mystery shopping programme, many business owners are keen to see whether it is financially beneficial for their business.  

     

    There are several ways you can measure ROI on your mystery shops and see how much of an impact they are having on different aspects of your business. If you’d like to start working with a mystery shopping company and you’re wondering how easy it is to measure ROI before you spend any money on mystery shopping, below are a few of the different ways you can find out how mystery shops are benefiting your business.  

     

    Look at the figures  

     

    Of course, one of the easiest ways to measure ROI on mystery shops is to look at your revenue. Simply put, if you have increased revenue after implementing a mystery shopping programme, this is a clear indication that it’s working and financially worthwhile.  

     

    It’s beneficial to look at things like the average purchase amount when you’re assessing your figures and this can help you to determine how much of an impact mystery shops are having on your bottom line. Comparing your revenue from before and after you start using mystery shopping services will clearly show you what return you’re getting on this investment.  

     

    Compare the number of customers 

     

    In addition to looking at the figures, you should also compare the number of customers you have. Due to the rising cost of living, people have less money to spend and therefore, your profit might not be a true reflection of how beneficial mystery shopping is. Looking at the number of customers you now have will give you an insight into the impact mystery shops are having.  

     

    Increasing your customer base can have a huge impact on your revenue moving forward too. When customers have a positive experience with your business, they will return and spend more money with you, increasing their lifetime value. Lots of satisfied customers with high lifetime values can drive your success moving forward.  

     

    Check your reviews  

     

    Another way to see how mystery shops are impacting your business is to look at your online reviews. The positive reviews customers leave on your social media platforms and other independent review websites can help to improve your reputation. This, in turn, can help you to win over new customers and sell more products or services.  

     

    It’s highly likely that happy customers who leave reviews will also recommend your business to family and friends. So, by improving customer experience through mystery shops, you can boost your customer base and also your bottom line.  

     

    Carry out surveys  

     

    The customer insights you get when carrying out customer surveys can help you to establish whether mystery shopping services are a worthwhile investment for your business. Surveys are a straightforward way to see how much of a difference mystery shopping has made.  

     

    When up-to-date customer surveys show that your customers are satisfied with your service and will return to your business again, your mystery shopping programme is a success. Ultimately, happy customers are loyal customers and loyal customers will continue to spend money with your business. So, over time, you will reap the financial benefits of improving your customer service and experience with mystery shopping.  

     

    Using mystery shopper services in the UK  

     

    If you’re interested in mystery shopping and you’re searching for an experienced company that provides mystery shopper services in the UK, contact our team at Proinsight. We will happily answer any questions you may have about mystery shops and tell you more about what a mystery shopping programme involves.  

     

    Here at Proinsight, we know that how your customers interact with your business happens in a variety of ways and therefore, we provide a vast selection of mystery shopping services. Our expert team can create a bespoke package for your business that will help you to receive the biggest return on investment. We are experts at getting under the skin of businesses and we can help you to not only understand the good and the bad, but implement changes that positively affect your customer experience. We are dedicated to helping you boost business growth and we will provide ongoing support throughout your mystery shopping journey.  

     


    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!