• Mystery Shopping your Customer Experience

    • 0
    Shopping basket
    Updated: 5th October, 2022 | Created: 11th January, 2021

    Three Top Tips for Selecting a Mystery Shopping Provider 

    First, you are no doubt going to do some desktop research, it is the obvious place to start. Does your gut feeling tell you this company is going to walk the walk? Are they active on all media channels and do they look like a dynamic responsive organisation that is going to work hard on your account? Is there immediate evidence this company seems to treat all stakeholders well? You may also want to check if they follow the Mystery Shopper Provider Association code of conduct (MSPA). 

     

    Top Tip 1 – Start with the Mystery Shoppers and visit a Mystery Shopper Facebook page 

    To begin with, start with the Shoppers not the clients. What do their shoppers say about them? Mystery Shoppers are not employees; they are almost all self-employed. Nevertheless, you should look at shopper-engagement in the same way you would look at employee engagement. It really is just as important. The shoppers are the people who will come into your business and interface with your staff and provide that “gold dust” feedback that makes gathering consumer insight so important. Can you imagine a scenario when a shopper will do his/her very best if they are worried that they won’t get paid on time or if there is any suggestion the company does not treat its shoppers well? Do your research and visit the shopper Facebook page to see whether recent communication gives you comfort that the shoppers are at the heart of the company’s plans. Can you find evidence the company looks after its shopper team and offers them training and support? 

    Top Tip 2 – Although it is convenient to have the meeting at your office, our top tip is to take the time to go to the mystery shopping providers HQ and get “under the hood”. 

    Get under the hood. Once you have shortlisted, why not meet at the mystery shopper company’s head office and see it in action. Proinsight is based at the Metal Box, a Workspace building with multiple businesses under one roof. Mostly we hold meetings at client’s premises and when our clients or prospective clients come to us, we meet downstairs in the lobby area or trendy Metal Box café. The downstairs area at our office complex is a hive of business activity and the perfect spot to meet. It is designed for that very purpose and the coffee is good too! But you should still come upstairs and see the Proinsight office, look at the activity levels, speak to any member of our team about the role they play. We are in the business of insight and you are looking for an insight partner. By taking just fifteen minutes to look at the “engine room” you will get much more of a feel as to whether we, or any other provider, can really back up what the glossy brochure says.  

    Top Tip 3 – It will take 30 minutes more but pick up the phone and speak to clients of your choice. 

    What do their other clients say about them? As with any process when you are trying to find a new partner, pick up the phone to at least two of their existing clients. Do not allow yourself to be pointed in the direction of one or two favoured clients, although this might be useful if they are in your sector. You should choose who you speak to out of all the company’s clients, not just the ones the company knows it will get rave review from. The big takeaway from this is to actually pick up the phone. The easy way out is a quick exchange of email, but just like it is worth making the effort to visit the office, you will get much more insight from a call with a client than an email exchange.  

    Although we promised just three top tips, here is a bonus fourth!

    The world has changed for all of us over the past 12 months as the country is back in lockdown due to Covid-19. If you are looking for a mystery shopping company to help you out of lockdown and beyond, look at what the mystery shopping company has done during lockdown. Is their evidence the company has evolved and responded well? Better still have they developed specific products that can help you. 

    The Extra Tip – Your business has changed, investigate the options for a Covid-ready mystery shop.

    If you would like more information about how Proinsight can provide you with customer insights via mystery shopping, please fill out the form below:


      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.