• Mystery Shopping your Customer Experience

  • Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    “My work experience week at Proinsight” – by Tom Kay

    At 15 years of age, this week has been my first real insight into what working for a company has to offer, and now on my final day at Proinsight I can confidently say that it has been a really positive experience. I engaged in a wide range of different aspects we have here at Proinsight including the Business Development area, Programme Coordination, research, and also was able to go to the fantastic Health and Fitness event, Elevate which really opened my eyes onto how connected the business world is.

     

    The Team

    What really struck me when I had my first day on Monday and that developed throughout the week is how hard working this team is, and that the work ethic of every single team member is incredible. Despite their hard work, the guys also give a real positive vibe in the office which made the whole experience really enjoyable for me to work in. During my work experience I wanted to get on with as many jobs as I could so that I could add some value onto the team, and I know that in other companies people like me may have become neglected and given jobs like making cups of tea, or sweeping the floor of the office – a valuable part of the job I know, but not the most exciting. However, at Proinsight it’s been the complete opposite. Everybody has been really engaged to help give me the best possible insight into what working at Proinsight consists of, whether it was being present at sales meetings or completing applications for Proinsight’s mystery shops.

     

    Elevate Exhibition

     

    On the Wednesday of my week at Proinsight, I was lucky enough to go to the Elevate exhibition at the ExCel Exhibition centre in London with the Business Development Team and I got involved in a lot of interesting activities. A fantastic show of the revolutionary products and services in the health and fitness industry and lots of meetings with possible new clients meant that the day was jam-packed! That day, I realised how connected Proinsight is to other influential businesses out there and really enjoyed meeting some brilliant characters in the fitness industry, it was a really great experience and I have learnt a lot about the business world from that day alone.

     

    The Work

     

    Over the course of the week, I found myself doing a wide variety of different jobs that I managed to engage in and complete to a good standard, including updating this website with new photos, and descriptions. I worked on accepting applications for Mystery Shoppers, which involved contacting them and discussing the job with them and completed ExCel documents to help the company reach out to other mystery shopping brands across Europe. I’ve done research into how our social media platforms can branch out Proinsight’s network even more, attended important sales meetings with clients and attended a brilliant exhibition. I can safely say it’s been an exhausting but extremely valuable week. Coming into central London every day to work for great people is most definitely the best way I could have done my work experience.


    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!