WHAT MAKES US DIFFERENT

Not your ordinary mystery shopping agency

For some, mystery shopping is a box to tick – or a stick to beat people with. That’s not how we see things. For us, mystery shopping is a chance to see your business at it’s best. To find those memorable moments, and repeat them wherever your brand shows up.

OUR APPROACH →

OUR FOUNDER

'We weren’t going to do mystery shopping how it had always been done'

It was 2014 and mystery shopping had this dreary vibe to it. It felt like something you had to do but didn’t really want to. It was all a bit dated, negative and dull.

Right from the outset, I was clear about one thing:
‍We weren't going to do mystery shopping how it had always been done.

Since those early days we’ve grown into a business serving hundreds of clients each year. We’ve done it with energy, with a ‘can do’ attitude, and with a smile on our face.

We’ve banged the drum about ‘bringing heart’ and ‘making people happy’ – and we’ve shown that there's a better, more positive way of doing mystery shopping.

I wouldn’t have done it any other way.

David Hopkins

Founder of Proinsight

OUR METHODOLOGY

Introducing Happiness Works

At Proinsight, we bring the human touch to everything we do – friendly, personal, relational. We also bring big data and smart tech to give you better insights, even faster.

We call this Happiness Works.

OUR METHODOLOGY

Introducing Happiness Works

Find Out More →

OUR METHODOLOGY

Introducing Happiness Works

OUR PURPOSE

We create memorable moments

We set our sights high as a bunch of people. We’re not here simply to run mystery shopping programmes or provide insights to our clients (though we do those very well).

We’re here to create memorable moments: the kind that bring a smile to your face, and a skip to your day. Wherever we go, whoever we meet – we want to leave a positive mark and a lasting memory.

OUR PEOPLE →

Smiling woman with curly hair and glasses

OUR VALUES

How we show up every day

Our values aren’t just words on a wall. They capture how we treat each other, how we treat our shoppers, how we treat our clients. In short, they are a promise of what you can expect from working with us…

Bring the heart

Be open, be kind, because you care

Carry it home

Own the thing, make it the best you can be

Show your Zest

Give energy and ‘can do’ to the everyday

Push the edges

Chase after new possibilities, find a better way

Meet the Team

Operational experience with a smile

Our diverse, experienced team understands your challenges and knows how to delivery mystery shopping with a human touch.

Alex Trave

Senior Client Success Manager

Client Success

Amberose Dwyer

Fieldwork Manager

Fieldwork

Andy heads up our financial department and brings expertise from working previously with SME’s in a variety of sectors. He enjoys travelling the world with his young family and spends his spare time watching rugby and is treasurer of his local rugby club. A keen golfer he is keen to remind people that he is one half of the pair that are reigning Proinsight Golf champions!

Andy Morris

Director of Finance & Business Support

Director

Business Support

Carolyn enjoys playing indoor bowls and traveling with her husband, who is Australian. They try to visit Australia as often as possible, but they also love taking city breaks.

Carolyn Dilena

People and Quality Manager

Business Support

Chloe joined us as an Account Manager in August 2017. Prior to Proinsight, Chloe had worked as National Sales Manager for Parkwood Leisure and has vast experience in the leisure industry. She will be responsible for looking after many of our clients and helping them get the most out of their mystery shopping programmes. Her infectious laugh and quiet wit keep the office staff alive with anticipation.

Chloe Kinch

Director of Client Success

Director

Client Success

Claire is our wonderful programme coordinator based in Scotland! Her enthusiasm for football is matched only by her adventurous spirit, as she loved to explore new cultures and destinations around the globe. Claire’s zest for life and curiosity make her a perfect fit in our team.

Claire Wallace

Senior Fieldwork Manager

Fieldwork

Having held senior manager positions at both David Lloyd and GLL, David founded Proinsight and is the business’ managing director. David is obsessed with customer experience, having built over 100 customer experience programmes for our clients. When he’s not running around after his twins, he can be found on a badminton court or hacking his way around a golf course.

David Hopkins

Founder & Managing Director

Director

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!

Deborah Jones

Senior Client Success Manager

Client Success

Emily Bunn

Fieldwork Manager

Fieldwork

Fern joined Proinsight in 2022 and is our Senior Support & Development Manager, leading the Support department and helping to drive improvements to systems and processes across the business. When she's not supporting clients and colleagues, you'll often find her out walking with Dwight, her cockapoo, who was named after a character from The Office. Dwight takes his role as Chief Frisbee Officer very seriously and can often be found conducting regular field tests in the local parks.

Fern Cunnell

Senior Support & Systems Manager

Business Support

Graham is on board to drive Proinsight's technology strategy and deliver a market leading CX intelligence platform. Through his boutique consultancy, Full Stack Consulting, he provides fractional CTO leadership across a portfolio of growth-focused businesses, drawing on 25 years of helping start-ups, scale-ups and midmarket firms innovate and scale. When he's not doing that he's usually on an adventure with his family, playing darts at his local or grilling on the barbie.

Graham Roberts

Chief Technical Officer

Director

Hannah joined us in January 2019 after several leadership roles in the leisure industry, where she first met the Proinsight team as a client and even became one of our Mystery Shoppers! Hannah runs Proinsight’s day-to-day operations, working with our Programme Coordinator and Quality Control teams. A keen dancer in her youth, she still can never say no to a boogie on the dancefloor!

Hannah Weekes

Director of Fieldwork

Director

Fieldwork

Hugh joined us as a Programme Coordinator in April 2022. Prior to Proinsight, he studied Journalism, Media and English Literature at Cardiff University and went on to be a Content Writer before joining Pro. Hugh is an avid lover of football and regularly keeps the whole team up to date with how well Watford is getting on (much to everyone’s annoyance)!

Hugh Davies

Senior Fieldwork Manager

Fieldwork

Josie brings a unique blend of skills and experience to the table. Before joining us, she honed her management prowess as a Gym Manager at Anytime Fitness, where her commitment to operational excellence and team leadership was truly commendable. Josie now looks after our clients in the fitness and leisure sector and ensures that they are delivering the highest level of customer service to their members.

Josie Osborne

Senior Client Success Manager

Client Success

Manraj’s previous career in recruitment makes him the ideal person to manage our mystery shoppers. With our phones buzzing 24/7, he knows exactly how to stay calm under pressure. In his spare time, you’ll find him cooking with family or playing sports with friends, and he dreams of traveling the world one day!

Manraj Rattan

Fieldwork Manager

Fieldwork

Natalia joined Proinsight with over 10 years of experience in market research, having worked across both agency and in-house teams. Her research background spans consumer, B2B and employee research, as well as thought leadership programmes. Based in our Cirencester office, Natalia leads the delivery of insights, helping clients get the most out of their mystery shopping programmes by turning data into clear, actionable recommendations that improve customer experience and business performance.

Natalia Lim

Senior Insights Manager

Business Support

Nicola Dover-Johnston

Client Success Manager

Client Success

A dedicated team member for over 25 years, working on mystery shopping programmes all over the world. A Cirencester native, she loves the countryside, family time, property and fast cars! In a charming twist of fate, she met her husband when she bought the house next door - literally marrying the boy next door!

Rachel Norris

Account Executive

International Partnerships

As a customer experience specialist, Rob is a dapper hand at mapping the customer journey and developing the most effective strategies to gather insight to grow your business

Robert Brocklesby

Senior Client Success Manager

Client Success

Sam brings 15 years of retail expertise to Proinsight, joining our Cirencester office in March 2023. She loves the dynamic nature of her role, where every day brings a new challenge and a real sense of teamwork. A passionate Millwall FC supporter like the rest of her family, Sam also enjoys hitting the golf course and spending time with friends and family, especially her energetic young niece and nephew.

Samantha Masters

International Partnerships Operations Manager

International Partnerships

Part of the analytical force behind our Insights Team. Sophie plays a crucial role in translating information into actionable strategies. Beyond her expertise, she brings a delightful touch to the office with her lovable canine companion, Fred, our unofficial mascot who loves a lounge under our desks (with the occasional belly rub).

Sophie Stokes

Senior Business Support Executive

Business Support

Suyog Mayekar

Business Support Technician

Business Support

With a strong background in hospitality, Tim recently transitioned to the office world, bringing invaluable admin and project support experience from the renewable energy sector. Fun fact: Eddie, Tims son, is named after Iron Maiden’s iconic mascot – a testament to Tim’s passion as a hardcore fan, having attended their electrifying concerts 18 times!

Tim Collett

Business Support Executive

Business Support

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We’d like to keep in touch

Whether you’re a business leader or mystery shopper, we’d love to share what we’ve been up to.

Not your ordinary mystery shopping agency

'We weren’t going to do mystery shopping how it had always been done'

Introducing Happiness Works

Introducing Happiness Works

Introducing Happiness Works

We create memorable moments

How we show up every day

Bring the heart

Carry it home

Show your Zest

Push the edges

Operational experience with a smile

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Become a mystery shopper

Mystery shopper enquiry

Request a quote

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