• Mystery Shopping your Customer Experience

  • Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    The Importance Of Mystery Shopping In Care Homes

     

    As the owner of a care home, you might not be aware that mystery shopping agencies will be able to assist you with your resident journey. Many simply assume that mystery shopping is only for retail stores and restaurants, but this definitely isn’t the case and it is actually more important than people realise to use mystery shopping in less ‘conventional’ industries.

     

    The role of mystery shopping in care homes varies hugely, however, the services provided by a mystery shopper can be incredibly beneficial. Simply put, mystery shopping provides a deep-dive analysis into your resident journey and this can go on to aid the success of your care home in a number of different ways. Below we have explored some of the main reasons why mystery shopping is so important in care homes these days.

     

    Ensure resident health and wellbeing is being prioritised

     

    By using mystery shopping services, you can gain a useful insight into the experience your care home provides to your residents. Of course, working in a care home isn’t all about following a regimented process and there are many different ways your team can make a difference to your resident’s quality of life. The first-hand feedback provided by mystery shoppers will help you to ensure that you’re doing all you can to improve the health and wellbeing of those in your care.

     

    Highlight any issues with services and facilities

     

    Working with a mystery shopping agency will also bring to your attention any problems that are currently being overlooked, potentially because they aren’t even known about. Whether these are hiccups with your current services or issues with your facilities, a mystery shopper will highlight them, providing you with the opportunity to put them right. Simply put, refining and improving your services and facilities will go on to positively impact everything from your resident’s experience to your care home’s reputation.

     

    Offer updated employee training when required

     

    The services that mystery shoppers provide can also help you to ensure that your team is getting the support and guidance they need. Working in a care home is undeniably a very demanding job and your employees will have a number of responsibilities, yet it is still important to ensure that each and every task they complete is done correctly. Focusing on providing training in the required areas will help to prevent any avoidable mistakes from being made.

     

    Provide family and friends with peace of mind

     

    Getting assistance from a mystery shopping agency won’t just positively affect the residents who live in your care home, but it will also affect their loved ones too. As mentioned above, you can use the feedback provided by mystery shoppers to improve your resident’s quality of life and this will result in the family and friends of your residents being more confident in the overall care experience you’re providing. Every improvement you make will impact more people than you may initially realise and, in turn, your care home’s success.

     

    Reduce the likelihood of residents moving to another home

     

    Ultimately, by using mystery shopping services, you can help to ensure that your residents are happy in your care and that they don’t move to another home. Working alongside a mystery shopping agency to improve everything mentioned above will help your care home to remain competitive and prevent you from losing residents to other homes in the local area. This will also reduce any worry and concerns you may have relating to empty beds in your care home.

     

    Using mystery shopping services

     

    All in all, there is no denying that mystery shopping is important in care homes and whilst you might not traditionally associate mystery shopping with the healthcare industry, the services provided by mystery shopping agencies can be invaluable to care homes. Should you be interested in trying mystery shopping for the first time in your care home, please feel free to get in touch with our team here at Proinsight.

     

    We work in a variety of different industries and offer a range of specialisms, enabling us to help businesses of all shapes and sizes, and we will gladly provide you with a bespoke mystery shopping package that suits your business. Over our many years of experience, we have worked with clients such as Oakland Care and Canford Health Care, so you can trust that you will be in the best hands when you turn to us for assistance with mystery shopping. We really can help you to reap all of the benefits touched on above.

     

    Get in touch today to find out more:


      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.