• Mystery Shopping your Customer Experience

  • Our Story

    Our Story

    Our Managing Director, David Hopkins, has a long history in the business of doing good business. After co-founding a leisure consulting company called Proleisure LLP in 2008, David saw a real need in the broader market for better customer insight and launched Proinsight in 2014. After six exceptional years helping our clients deliver excellence in their own businesses, we are now a leading specialist provider of mystery shopping, auditing and research programmes for a wide variety of sectors here in the UK.

    Our team

    Our team are as diverse and exciting as our mystery shops and, without blowing their trumpets too much, they’re all awesome. We believe that our team needs to have practical operational experience in business as well as being fantastic, vibrant human beings. This means we really do get the challenges our clients face because we’ve been there and done it ourselves.

    Chloe Kinch
    Director of Client Success

    Chloe joined us as an Account Manager in August 2017. Prior to Proinsight, Chloe had worked as National Sales Manager for Parkwood Leisure and has vast experience in the leisure industry. She will be responsible for looking after many of our clients and helping them get the most out of their mystery shopping programmes. Her infectious laugh and quiet wit keep the office staff alive with anticipation.

    Hannah Weekes
    Director of Operations and International Partnerships

    Hannah joined us in January 2019 with a history of working in the leisure industry in various leadership roles behind her. She’d met the Proinsight team through these previous roles having used their mystery shopping services and even became a Mystery Shopper of ours too! Hannah runs Proinsight’s day to day operations, working with our Programme Coordinator and Quality Control team. A keen dancer in her youth, but due to injury can’t continue this professionally still to this day can never say ‘”no” to a ‘boogie’ on the dancefloor.’

    Fern Cunnell
    Insight Manager

    Jess Lever
    Account Manager

    Ben Elwood
    Account Manager


    Ben joined us as an Account Manager in November 2022 – this is his second stint with the Proinsight team and he comes back with sales experience from the SaaS industry. In his spare time you’ll find him playing all sorts of sports but primarily spends his time on football pitches across London.

    Marcia Polycarpe
    Client Services Support Leader

    Marcia is our Client Services Support Leader. She is French and moved to London 18 years ago to study. She has a degree in Digital Media, Marketing and Management. As she worked within corporate offices and leisure centres companies, Marcia holds a strong background in the customer services industry. She loves to challenge herself and spent most of her time in the gym. Outside of work you’ll catch her on the dance floor or on the plane as she has a passion for travelling and explore new destinations.

    Rebecca Rebelo 
    Programme Coordinator

    Rebecca graduated with a BSc in Politics and History from Brunel University and came to Proinsight in February 2022. She has a background in working with young people and in schools as a Teaching Assistant and Tutor. She spent most of her educational career debating and has been part of Debate Societies during her school and university career – even teaching debate in schools and winning local competitions! She can be found in her free time spending time with her cat and bunny, or gaming at her home setup with friends.

    Jack King
    Programme Coordinator

    Jack joined Proinsight in November 2021 after working as Team Leader in the Document Services Industry. Since then, he has become integral part of the Pro team, where his constant witty remarks regularly keep morale high!  An avid golfer, you can often find him down his local driving range, perfecting his drive. If not on the golf course, he’ll definitely be the first to get the round in down at the pub!





    Antonio Buhagiar
    Operations Manager

    Antonio has joined Proinsight straight out of university after studying Business Management at the University of Leicester. He’s a keen football fan and won’t let you forget the year Liverpool won the league. As an avid gym goer you’ll often find him in his spare time working out, but hopefully the attraction of London nightlife doesn’t hinder his gains!



    Hugh Davies
    Programme Coordinator

    Hugh joined us as a Programme Coordinator in April 2022. Prior to Proinsight, he studied Journalism, Media and English Literature at Cardiff University and went on to be a Content Writer before joining Pro. Hugh is an avid lover of football and regularly keeps the whole team up to date with how well Watford is getting on (much to everyone’s annoyance)!

    Liz Addison
    Quality Control

    Liz is a teacher who has taught kids from 12 to 60 years old in a variety of subjects.  For the past 18 years she has been more involved in organisational change, design and leadership.  She has a passion for gin, of all kinds, and the odd red wine, and she also has a soft spot for musical theatre.  As Liz is always involved in many different things, this type of work can be fitted in – usually at 6am which suits her!

    Iveta Webster
    Financial Co-ordinator

    Iveta Webster is Financial Controller for Proinsight. Iveta loves working with numbers and thrives on the detail required in accounting. She has three children, speaks four languages and relishes a DIY project. In her spare time (if there ever was such a thing!) she enjoys getting lost in a good book and taking a stroll out with her camera.

    Mhairi FitzPatrick
    Executive Director

    After founding and selling two businesses in the leisure sector, Mhairi brings her operational and product development experience to expand Proinsight’s portfolio and help the team drive growth. Sports fan and food fan in equal measure she makes full use of London’s diverse restaurant scene

    Andy Kay
    Executive Director

    Andy’s strength is derived from a wealth of practical business experience and he is equally at home whether working with a self-funded start up or working alongside institutional investors. He has a passion for football, and still plays for the ‘Oakington Vikings’ at his ripe old age!


    Our Mission

    To take our partners straight to the heart of their customers’ service experience by delivering exceptional mystery shopping, every job, every time, on time.

    Our Vision

    We transform customer experience, using insight gained through mystery shopping.
    Core Values