• Mystery Shopping your Customer Experience

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    Updated: 14th April, 2025 | Created: 1st August, 2022
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    The housing and building sector is incredibly varied. Yet, whilst businesses in this sector offer different products and services, there is one thing they all have in common; the need to provide an exemplary service. More so than ever before, customers demand meaningful interactions with businesses and customer experience is important across the board. The future success of any business is in each unique customer experience and these days, mystery shop audits are frequently used to help businesses engineer their customer experience.  

     

    Below we have looked into some of the different types of businesses within this particular sector that can benefit from using mystery shopping services and how mystery shop audits can improve customer satisfaction.  

     

    Help companies sell their homes 

     

    Mystery shopping is frequently used to help companies sell properties and mystery shop audits can cover all aspects of the sales journey. From telephone mystery shopping to face-to-face mystery shopping, a range of services can be used to gain a useful real-time insight into any areas of the customer journey that require improvement.  

     

    Using mystery shopping services, companies can ensure that no opportunities are being missed and they can make required changes to improve the end-to-end home buying service they provide. Customer satisfaction remains to be of the utmost importance, so focusing on your customer journey is key if you want to make a sale.  

     

    Improve maintenance and repair services  

     

    Maintenance and repair services are a crucial part of the housing sector, and they’re heavily relied upon. However, it is still essential to provide outstanding customer service and there are several competitor companies that you can easily lose customers to if you’re not providing the efficient and reliable service that customers have come to expect.  

     

    Mystery shop audits can be used to help businesses that provide maintenance and repair services, from plumbers to heating engineers. For example, online mystery shopping services can be used to assess the customer journey from the first point of contact and contractors can even be sent to mystery shopper homes to measure how well they deal with enquiries.  

     

    Reduce vacant rental office spaces  

     

    Mystery shop audit services can also be used to help organisations that lease commercial properties. The process of renting vacant office spaces, for example, can be lengthy and it’s important to ensure your team is doing all they can to close the sale.  

     

    In addition to traditional mystery shopping services, using competitor shops can help you to understand what sets you apart from the competition and also which areas you need to improve. The serviced office market, in particular, is incredibly competitive nowadays and if you’re trying to fill vacant serviced offices, competitor shops can help you to ensure that from start to finish, you’re providing the best customer experience.  

     

    Develop property management services 

     

    Some companies in the housing sector have long-lasting relationships with their customers and to ensure these customers remain satisfied, they need to provide an excellent customer experience. Mystery shop audits can help property management companies improve customer satisfaction and continue to fulfil their customer’s expectations.  

     

    Several mystery shopping services can benefit property management companies and market research programmes can be insightful too. Learning more about what services customers really want/need will help you to ensure you’re meeting their requirements. Market research can drive strategic decisions for business growth. 

     

    Working with a mystery shopping agency  

     

    Should you be searching for a mystery shopping agency that has experience in the housing sector, feel free to contact our team at Proinsight today. We have worked closely with retailers like Legal & General, office providers like Fora and service providers like Pimlico Plumbers to help them understand how well they are performing on a day-to-day basis. 

     

    Here at Proinsight, we pride ourselves on providing honest and objective feedback through mystery shops that can be used to aid business success. Our mystery shopping programmes are proven to deliver results and every project we work on is unique. We’ve built a vast portfolio of mystery shopping services that enable us to provide the comprehensive mystery shop audits our clients need, and we will work in partnership with you to help you get the results you need.  


    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!