• Mystery Shopping your Customer Experience

  • Our Story

    Our Story

    Our Managing Director, David Hopkins, has a long history in the business of doing good business. After co-founding a leisure consulting company called Proleisure LLP in 2008, David saw a real need in the broader market for better customer insight and launched Proinsight in 2014. Now, moving into our 10th year of helping our clients deliver excellence in their own businesses, we are now a leading specialist provider of mystery shopping, auditing and research programmes for a wide variety of sectors here in the UK.

    2014 – Company founded

    We started trading in April 2014 working out of our Founders spare bedroom!

    Proinsight began, focusing on serving the health & fitness sector, staying true to our roots.

    2015 – New offices.

    We outgrew the spare bedroom and moved into our first office space in Southwark, London.

    We began to work with some of the UK’s biggest gym chains, many of them still use our services!

    2016 – Our team began to grow, and we started to sell our Mystery Shopping Services to other sectors…

    We needed a Client Success team to build technical aspects of our client portal!

    We hired our very first Business Development Executive!

    2017 – We STILL needed more space

    So we moved to our current home at The Metal Box Factory and hired our first Account Manager who is now better known as our Director of Client Success, Chloe!

    In the same year, we also achieved MSPA membership!

    2018 – A big year for our clients

    We started providing services for the big dogs, including British Army and ukactive!

    2019 – A lot happened this year!

    We recruited our Director of Operations, Hannah Weekes.

    We joined forces with ukactive and began to run the annual ukactive awards!

    Finally, to round out a great year, we achieved elite membership status with MSPA

    2020 – The year that the world stood still.

    COVID 19 hit and we quickly adapted our services and took ourselves into the online world providing digital mystery shops to our clients.

    2021 – As COVID continued…

    We developed our overseas offering working with our overseas partners as well as continuing to provide our UK based programmes. This led us to become the highest-ranking mystery shopping provider on Google and Trustpilot.

    2022 – As if we were ready to stop recruiting…

    In 2022 we acquired ReactCX, a leading mystery shopping company, specialists in retail and insights.

    We began to develop our insights department and benchmarking programme in partnership with Leeds Beckett University

    2023 – Another exceptional year…

    This year has been another exceptional year of growth with over 25 team members and hitting an important milestone, providing 500k mystery shops!

    All this growth called for our first Brand and Communications Manager, Leanne.

    Our Cirencester Office

    Our Metalbox Factory Office

    Our Mission

    To take our partners straight to the heart of their customers’ service experience by delivering exceptional mystery shopping, every job, every time, on time.

    Our Vision

    We transform customer experience, using insight gained through mystery shopping.