• Mystery Shopping your Customer Experience

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    Updated: 15th April, 2025 | Created: 1st September, 2021
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    When you decide to start a new business, it goes without saying that you will want to give yourself the greatest possible chance of success. There are a few different things that you can do to ensure that you’re starting out on the right foot and getting the foundations in place in order for you to then grow and ultimately succeed, including; mystery shopping.  

     

    There are a number of different mystery shopping services that start ups can use when they’re new to the market and they can have a positive impact from day dot. If you haven’t really considered working with a mystery shopping agency and you’d like to learn more about the advantages of doing so, keep reading today. Below we have explored how mystery shoppers can help you during this exciting, yet terrifying, time.  

     

    Establish what makes you unique   

     

    It is important to know what sets you apart from your competition when you’re first starting out and trying to establish your place in the market, and mystery shopping can help you do so. By carrying out competitor shops, mystery shoppers will provide you with a useful insight into what your competitors are doing well and what they’re not so great at. This information will be invaluable when you’re establishing a competitive edge.  

     

    Learn about your target audience 

     

    Knowledge is power when you’re a business owner and market research is essential to ensure that you’re providing your customers with the products/services that they really want, rather than what you think they want. Mystery shoppers can carry out research programmes to help you develop a greater understanding of your target market. They will also help you to analyse the findings and use them to your advantage when you’re developing your product/service range.  

     

    Ensure you’re communicating in the right way 

     

    In order to win over customers and get them to trust your start up, communication is key. Using services like telephone mystery shopping and social media mystery shopping, you can ensure that you’re interacting with your customers in the best way and that no channel of communication is letting you down. Getting feedback about how you’re handling engagement from potential customers will enable you to make any required changes to ensure that your customer service is effective in every form.  

     

    Develop your customer journey  

     

    No matter what you’re able to offer your customers, it is important to ensure that every stage of your customer journey is exemplary. Whether you have a brick and mortar store or an online store, for example, mystery shopping will enable you to truly understand the customer experience in real-time. Both face-to-face mystery shopping and online mystery shopping will help you to get under the skin of your start up and learn about your unique journey.  

     

    Maintain a positive customer experience 

     

    On average, 96% of customers indicate that customer service influences their decision to stick with a brand and returning customers are so important to start ups. Once you have started trading, mystery shoppers can provide you with feedback about their first-hand experience with your business, highlighting any room for improvement. You can then ensure that your customer experience is top-notch and is encouraging customers to do business with you again.  

     

    Using mystery shopping services  

     

    Ultimately, it is fair to say that mystery shopping can be incredibly beneficial for all start ups and it is undeniably something that is worthwhile looking into in more detail. Working alongside a mystery shopping agency from the outset really can be the key to your success and it will help you to ensure that you’re making the best business decisions every step of the way.  

     

    To find out more about the different mystery shopping services available, feel free to browse through the Proinsight website today. We provide a vast range of useful services that are perfect for start ups and if you’re interested in working with a mystery shopping agency, there is no better company to turn to. We don’t believe in a ‘one size fits all’ approach and we will work with you to build a programme that is perfect for your business during these early stages. You really will be in the very best hands with our team.  


    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!