• Mystery Shopping your Customer Experience

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    Updated: 15th April, 2025 | Created: 28th October, 2020
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    Exercise is the solution:

    The Health and Fitness industry was hit hard by COVID-19 with gyms and leisure centres being one of the last to open. There were many misconceptions that gyms would be a hotspot for the spread of the virus however with some areas of the UK moving into Tier 3 lockdowns we are seeing that gyms and leisure centres are allowed to stay open.

    Why is this?

    Once centres had reopened UKActive conducted a study from July to September gathering data from over 1500 sites across the UK. They found that the prevalence of the virus was extremely low throughout the sector, with the number of cases per 100,000 visits being 0.34. Additionally, the 78 positive cases reported traced to a facility there were only 38 cases amongst staff members, demonstrating that staff are being extremely thorough with the safety measures that are now in place.

     

    What does this mean?

    Quite simply, it shows on average gyms are a safe place for anyone to be in. This is down to the hard work from the management teams to ensure staff and customers comply to social distancing requirements, sufficient ventilation throughout and of course rigorous cleaning protocols! And it goes without saying: regular exercise is crucial in maintaining a strong and healthy immune system which can be used to fight Covid-19.

    How can you help?

    Every month we have over 1,000 mystery shops in gyms. Many of these involve mystery shoppers becoming a member of their local gym and using the facilities on a regular basis – a fantastic way to stay fit for free! We are also measuring facilities new COVID-19 safety measures, which help restore confidence in consumers to return to their gym. Finally, mystery shoppers can pose as a potential new member and give insights on the facilities sales systems.

    By mystery shopping the Health and Fitness sector with Proinsight, you are helping ensure these locations are safe for you and the people around you! If you want to #workouttohelpout, simply sign up to become a mystery shopper or get in touch at [email protected] today!

    UKActive have an in-depth article on their website which explains it in a little more detail.


    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!