• Mystery Shopping your Customer Experience

  • Leading mystery shopping provider, Proinsight, has been appointed by David Lloyd Leisure to implement a mystery shopping programme in its 114 health clubs and gyms located across the UK and seven other European countries.

    With access to over 25,000 shoppers in its database, Proinsight will embed researchers into clubs across a three month period, experiencing and feeding back on the complete member journey including health club, gym, personal training and food and beverage offer.

    The programme complements David Lloyd Leisure’s point of sale and in club touchpad surveys to drive and improve member experience and support its “Brilliant Basics” proposition of quality and service.

    Proinsight Managing Director, David Hopkins, commented:
    “Industry leaders like David Lloyd Leisure are looking to really understand their customer journey and what drives and motivates their members to return to them a best in class service. A mystery shopping programme working alongside existing platforms and processes allows a much more rounded and valuable asset, with data that can really drive improvements as well as highlighting what is already working well.”