• Mystery Shopping your Customer Experience

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    Updated: 15th April, 2025 | Created: 14th October, 2020
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    How Can I Become a Video Mystery Shopper?

    All you need to become a Video Mystery Shopper here at Proinsight is a covert camera.

    Video Mystery Shopping is becoming ever more popular with many of our clients moving towards this style of mystery shops as it not only gives them the shopper insight but also the footage and audio can be used for training purposes and for the management to see how their teams are doing.

    Our Ops team realised that becoming a Video Mystery Shopper wasn’t viable for a lot of our Pro Shoppers. Either, because they couldn’t afford the £400-£500 equipment that is the ‘norm’, they could afford it, but then lived in sparse areas where it would be almost impossible to earn your money back, or they were time poor and couldn’t complete lots of mystery shops so it would take a long time to breakeven.

    The Solution

    Back in 2019, the team set out to find a solution for the issues our shoppers faced. Across a 3 month period, we purchased lots of covert video recording, tested them here in the office and out in the field to see which would be the best (taking into account battery life, storage, covert-ness(!), and price). We decided that the Covert Camera Smart Watch above was the best choice.

    Whilst we will all still agree that for a full-time Video Mystery Shopper that is completing multiple lengthy video shops per day that the Lawmate PV500 remains the best choice we think that this lovely little gadget makes a great starting point or addition for our shoppers.

    Our covert camera smartwatch runs on a looped system that will record in 10-minute clips that can be linked together before attaching to your Proinsight survey. The cost you see includes posting and packages to any UK or Northern Ireland address and will usually arrive within 5-7 days of purchase. The tested battery life whilst recording audio and visual is 90 minutes from fully charged and the product comes with a portable charger that you can take out on the job with you! Your purchase does not include the micro SD card you will need to record and save your footage, you’ll need a 32GB micro SD card.

    How do I get my hands on a Covert Watch Camera?

    It couldn’t be easier, head over to The Proinsight Shop, and get your Covert Camera today! Once you purchase for just £59.99 one of the Pro Team will be in touch to talk you through the process of applying and completing Video Mystery Shops.

    Don’t miss out!


    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.


    Robert Brocklesby

    Robert Brocklesby

    Senior Client Success Manager

    Robert is a Senior Client Success Manager at Proinsight, bringing over 20 years of consultancy and industry experience in customer service measurement and development. Throughout his career, he has led numerous high-impact projects for well-known clients across the UK, spanning a wide range of sectors. His work has consistently driven significant improvements in customer experience and contributed to sustainable, profitable growth.

    Robert recognises that each client is unique. He designs tailored Mystery Shopping programmes to monitor, enhance, and elevate the customer journey, aligning with each organisation’s specific goals. In addition to his consultancy work, Robert is a qualified teacher and regularly delivers customer service workshops. These sessions focus on identifying key strengths and uncovering areas for development, empowering frontline teams to drive continuous improvement.


    Deborah Jones

    Deborah Jones

    Senior Client Success Manager at Proinsight Mystery Shopping

    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!