The quest for the perfect user experience (UX) is a continually moving feast as consumer needs and wants change over time. We know that, at its most basic level, your success or failure depends heavily on the consistent delivery of your customer experience. By understanding what’s working well and what isn’t, you can more easily improve business-critical areas including employee engagement, service and customer satisfaction. Our mystery shopping programme has helped clients such as Body Worlds, Superbowl and Parkdean Holidays to focus on their unique user experience (UX). Highlighting what’s hot and what’s not and, most importantly, what their key differentiator really is.
"Our mystery members are helping drive our adherence to all our initiatives, and more recently helping contribute to a reduction in attrition, which we have moved from 37 to 32 per cent over the last few years.”
Mia Manson-Bishop Member Experience Director, David Lloyd Leisure
"Without Proinsight work, it would be very challenging to train our staff properly. This clear and progressive snapshot of the business represents the only true feedback we get on how each individual member of staff is doing. It’s the best tool we have to deliver the service standards our clients expect.”
Ian Cook Regional Contract Manager, Everyone Active
"We went out to tender on the project, but none of our traditional research agencies could come close to what ProInsight was offering. We took a calculated risk and it has proved to be a brilliant relationship.”
Joanna Hay Head of Candidate Insight and Research, The British Army