• Mystery Shopping your Customer Experience

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    Updated: 14th April, 2025 | Created: 22nd February, 2024
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    Proinsight SmartAudit™ in a Nutshell:

    Proinsight SmartAudit™ stands tall as a multipurpose online/offline data collection tool designed for seamless, instant, and precise auditing across all your locations, effortlessly accessible on various mobile devices. The integrated platform approach streamlines reporting and analysis, ultimately saving invaluable management time and reducing costs significantly.

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    Smart-audit Features

    Action Manager: Your Ultimate Audit Companion:

    Keeping track of outstanding audit issues has never been easier with our Action Manager tool. Now, you can monitor the progress of audits across all locations in real-time. Whether audits are completed or pending, stay informed at all times.

    Powerful Trend Analysis and Media-Enabled Reporting:

    With Proinsight SmartAudit™, trend analysis is at your fingertips. A simple press of a button on your audit dashboard unveils insightful trend data. Historical audit data is stored, facilitating comprehensive analysis of past audits. The reporting platform is media-enabled, allowing effortless incorporation of photographs—especially impactful for maintenance, safety, or brand standards audits.

    Time and Cost Savings:

    Imagine saving over two hours per audit—our SmartAudit™ app achieves just that! For a chain with ten locations running monthly audits, this translates to an estimated annual saving of around £5,000*. The SmartAudit™ app empowers you to redirect these savings towards initiatives that matter most to your business.

    *Estimate based on current client pilot and a salary assumption of £40k per annum.

    Tailored Audits for Your Needs:

    Each audit can be precisely configured to meet your unique requirements. The inclusion of fixed fields ensures 100% compliance, leaving no room for errors. The offline functionality ensures that audits can be conducted without the need for Wi-Fi, making it a reliable companion even in locations with connectivity challenges.

    Find out how Smart-audit can help your business!

    Get in touch with our team and discuss how our Smart-audit app can revolutionise your business.

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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.


    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!