• Mystery Shopping your Customer Experience

  • Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    Reason’s why you should be using mystery shopping 

     

    We’ve been running a series called why your business needs mystery shopping now more than ever giving you a selection of reasons that are especially relevant in today’s current climate coming out of lockdowns and into a post-Covid world.

    We’ve highlighted what are some of the key reasons why you should be using mystery shopping to help your recovery. You can use mystery shopping to measure

    any touchpoint that your customers’ have with your business. Whether that be from the first initial online impression right through to a video recorded face-to-face meeting, mystery shopping can be used anywhere.

     

    Here are a few our favourite reasons of why you should be using mystery shopping.

     

    1. We are all a little rusty – with many staff being furloughed it’s a great way to check your standards are where they should be.

    2. Consumer behaviours have changed – online has become a massive part of our experiences with companies, whether this be through virtual touchpoints to your social media presence. You need to check you’re nailing the experience your customers have

    3. Competition is bigger than ever – unfortunately the economy has taken a hit recently, so competition is fierce as ever. Mystery shopping can highlight areas to work on before it’s too late.

    4. Let the superstar’s shine – after a tough year recognising those in the business performing well is crucial for team morale.

    5. Franchise brand consistency – mystery shopping is a great way of seeing how your franchisees are representing your brand.

    6. Duty to keep the public safe – mystery shopping can highlight any non-Covid compliant procedures in your business.

    7. On-boarding new team members – with staff changing over the last year mystery shopping is a great way to check your new staff have been trained correctly.

    8. Measure new customer journey’s

    9. Feedback on UK on apps – the rise online has seen the rise of companies creating and using apps for their products or services. Mystery shopping can be used to test how well they work.

    10. Preventing the spread of Covid-19 – to ensure your staff are following the Covid measures set out.

    11. Measure/assess following any restructures – businesses may have streamlined, so mystery shopping can be used to assess how effective these changes have been.

    12. Objective point of view may highlight scope for improvement – a fresh set of eyes is always useful to offer any room improvement.

    13. Video mystery shopping is great for training – you can use the videos to train new staff members and current ones of the do’s and don’ts.

    14. Measuring compliance

    15. Measure the digital journey

    16. Investor relations – you can use the mystery shop reports to feedback to your investors about what’s going on the ground level of your business.

    17. Highlighting gaps in your customer journey

    18.Measure the speed of your digital response – speed is crucial in attaining sales, mystery shopping can be used to monitor your response times.

    19. To test a new product/service

    20. Recorded calls provide support for focused training

     

    If you want to learn more about how mystery shopping can help your business please fill out the form below and we’ll be in touch!


      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.