• Mystery Shopping your Customer Experience

  • Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    Proinsight welcome the newest member of the team!

    At Proinsight, we have been overjoyed with client growth since the pandemic, leading to rapid recovery of our mystery shop programmes. As a result of this, we are continuing to add resources in order to support our brand partners and deliver outstanding insight. The Business Development team is always looking to support our clients to get the best value from their mystery shopping programmes.

     

    We are extremely excited to introduce you to the newest member of the Proinsight Team, Grant Sneddon, who has joined us as our Account Manager.

     

    Grant will mainly support our clients within the Health and Leisure Sector due to his wealth of experience working for Nuffield, Pure Gym and The Gym Group, starting his career as a fitness instructor, progressing to general manager and other operational support roles. Grant will look to bring new operations and sales perspectives to the team, ensuring a robust and diverse Business Development team.

     

    Starting his career in Glasgow and Edinburgh, Grant will also be taking on our clients based in Scotland. Ensuring we act on our commitment to continue growth and support our wonderful clients in the North:

    “I am excited for opportunity to join the Proinsight team. My role will allow me to support and grow Proinsights fantastic and diverse client base. I look forward to working with some great brands that are passionate about optimising their customer journey.” 

    If you would like to find out how Grant can support your business by measuring your customer experience, please leave your details below.


      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.