Proinsight partner with Lampton Leisure
On 1 November 2020, six leisure centres in the London Borough of Hounslow transferred to Lampton Leisure however due to the lockdown restrictions have been unable to fully open their doors.
From the 12th of April they have been able to welcome customers to the new not-for-profit organisation and have carried out extensive work to ensure customers can return safely under the new health and safety guidelines.
As part of the running of their six leisure centres, Lampton Leisure have partnered with Proinsight to deliver a mystery shopping programme which measures the customer experience within the sites. The mystery shop is designed to deliver insights on what it’s like to use the centre for a day, capturing a telephone enquiry, gym visit and membership enquiry.
Customer Insight and Data Manager, Paulette Hoffman highlighted the reasons behind the need to mystery shop the centres: ‘We recognise the need to analyse the experience for our members and customers which in hand gives us an unbiased opinion on how we can improve our customer journey and offerings. We are looking forward to the introduction of Proinsight to Lampton Leisure!’