• Mystery Shopping your Customer Experience

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    Updated: 17th April, 2025 | Created: 17th February, 2015
    Proinsight Staff David The Boss

    David Hopkins

    Managing Director | The Home of Mystery Shopping

    Proinsight Mystery Shopper Survey The Results!

    We are pleased to share some of the results from our most recent mystery shopper survey. Many of our shoppers completed this online survey throughout December and January, and the questions in this survey directed the shoppers to give honest and constructive feedback regarding their experience of working for Proinsight. Here are some of the fascinating insights we gained:

    • 90% of our shoppers work for no other mystery shopper provider than Proinsight – this shows great loyalty on behalf of our shoppers!
    • 80% of those surveyed state that flexible timing was one of the top three reasons why they decided to become a mystery shopper – many of our shoppers are students or professionals, and with Proinsight they can accept assignments which suit their busy schedules.
    • 74% of our shoppers selected location of the venue as one of three most important factors when deciding to completed an assignment for us – The locations we offer are nationwide, so we always try to give our shopper an assignment in their area.
    • 81% find completing mystery shopping assignments enjoyable or very enjoyable – this shows that mystery shopping with Proinsight is ultimately fun, as well as an opportunity to earn money, and 90% of our shoppers rated their experience of receiving payment for their assignments as excellent or good.
    • Finally, we have achieved an NPS Score of +62. A score of over 60 is considered excellent, so we see this as a great result.

    Overall, the feedback from our shoppers has been very positive, and we are of course delighted that on the whole our shoppers are enjoying working for Proinsight, and of course we always welcome their opinions on how we can improve!

    If you want to find out more about the mystery shopping and market research services that Proinsight can offer, please contact us at [email protected].

     

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    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.