‘Voice Of The Customer’ – It’s Time to Listen

With customer service and user experience more important than ever before, businesses from all industries are starting to work with mystery shopping companies. From brick and mortar stores in the retail industry to pubs and restaurants in the hospitality industry, businesses of all shapes and sizes can learn so much from using different mystery shopping services.

Commonly, whether a business is using a traditional face-to-face mystery shopping service or a more modern online mystery shopping service, the feedback provided by a professional mystery shopper would be in a written format. However, there is another option for all businesses to consider these days; ‘voice of the customer feedback’. If you’re interested in working with an experienced mystery shopping company and you’d like to learn more about this new type of feedback, keep reading today.

What is ‘voice of the customer feedback’?

Aptly named, voice of the customer feedback is a type of feedback that is provided in video format. The mystery shopper who completed the required shop will record a ‘selfie’ video which will then be uploaded onto a reporting platform for you to watch. The length of this video will differ from assignment to assignment and its contents will be tailored towards your business and what you were hoping to get out of this particular mystery shopping job.

How does this feedback differ from other mystery shopping feedback?

As mentioned above, the feedback provided after a mystery shop is usually written feedback and a mystery shopper will complete a survey form which will then be uploaded onto your client dashboard. So, when you use voice of the customer feedback, instead of having to read through the comments written by a mystery shopper, you can watch a short video instead and hear all about their first-hand experience with your business.

What are the advantages of this type of mystery shopper feedback?

One of the biggest advantages of voice of the customer feedback is that it allows mystery shoppers to provide businesses with more personal feedback. Filming themselves enables them to easily express their honest thoughts and opinions about the mystery shop that they have just completed, and the feedback they provide will be much more beneficial for your business.

In addition to this, voice of the customer feedback helps to prevent any miscommunication or misinterpretation that sometimes occurs with written feedback. A mystery shopper will talk directly to you about how their interactions with your business made them feel and what they might want to change about your services, for example, ensuring that their feedback is clear and concise, so you know exactly what you need to do to improve.

Generally speaking, it is often much easier for mystery shoppers to get across everything that they think will be useful to your business when they’re recording video feedback rather than simply completing a prepopulated survey form too. They won’t have a script to follow, so to speak, and they can touch upon different aspects of their experience with your business, ensuring nothing important is overlooked or not mentioned.

Working with a mystery shopping company in the UK

Ultimately, if you’re planning to use some of the services provided by a mystery shopping company, then it is definitely worthwhile asking to receive voice of the customer feedback rather than traditional written feedback. This type of feedback really can help you to get the most out of your mystery shops and it will ensure that the whole mystery shopping process is as beneficial as possible to your business both now and in the future.

Should you be searching for a mystery shopping company in the UK that offers a range of mystery shopping services, don’t hesitate to contact us here at Proinsight today. We offer businesses from all industries a comprehensive portfolio of mystery shopping services and we will gladly create a bespoke package that is suitable for your business. When creating this package, you have the ability to add voice of the customer feedback and you will easily be able to access any feedback you receive via our online portal. If you have any questions about us as a mystery shipping company or how we can assist you, feel free to contact our team.

Mary J

12:42 21 Sep 22

Either as a first-time mystery shopper, or an experienced shopper, I would absolutely recommend Pro Insight as a... company. I have seen the company develop so much over the time I have worked for them, and they genuinely try to build a positive and lasting relationship with their shoppers. I love my work with them which varies so much from family activities, meals out and shopping trips. I have been mystery shopping for over 15 years now and only work with reputable companies. These are a definite for me.read more

Jane Thomson

10:18 24 Aug 22

A great company to work for!!! The staff members are all helpful and if I’ve ever had any questions about an assignment... they have been happy to explain and help. I have completed over 500 assignments and have developed a great working relationship with the team at Proinsight - much better than other companies! Highly recommended!!read more

F F

10:40 23 Aug 22

A very unorganized company, they wasted lots of my time because of the team''s faults, very unclear instructions and so... confused between each departments, every staff said different answers and stories. They also managed issues carelessly. I was so disappointed by this company, so I cancelled my account with them.They often asked our feedback but I think they didn't listen actually and they didn't take it seriously.read more

Clive Lewis

16:12 09 Aug 22

I have found Siobhan to be very efficient and helpful with the OEC assignments which she is now responsible for.... Excellent communication has been experienced.read more

Tom Kay

20:01 04 Jul 22

Had a fantastic work experience at Proinsight recently, all the team were brilliant, hardworking and friendly and... created an amazing environment for me. I learnt a lot of valuable things from the week and would 100% go back there again, as it was an incredibly happy place to work at.read more

John Leaver

06:39 26 May 22

Great team of quality people. Professional and fun to work with in equal measure. Highly recommended.

Sion Knight

20:20 01 Feb 22

Worked with Proinsight on and off since 2017! Great company and hard-working team 🙂

Renik Brandt Corstius

08:38 11 Jan 22

Amazing team and an amazing partner for years now. Fast, reliable, flexible and willing to share experience and... knowledge. Keep it up guys!Renik @ excapinternationalread more

Hajera Begum

22:02 16 Dec 21

I have to say, they aren’t good... they are AMAZING! The service and shopper relationship with the team is excellent.... Honestly, I can’t fault the service and support received by the company so far but I’ve got to do a shoutout to Antonio - he always has this positive, uplifting energy and willing to go the extra mile for the shoppers! Honestly such a pleasure to have him as my co-ordinator and looking out for opportunities that would interest me! I can’t wait to see what the New Year has to offer...read more

ANTHONY HESKINS

12:00 14 Dec 21

Fantastic from start to finish - I highly recommend

John Geary

06:57 14 Dec 21

We have been working with Proinsight for two years, as part of our internal mystery shopping programme. Our account... manager, Chloe, has been excellent - and the work of Proinsight has helped us to drive tangible improvements in customer satisfaction and in our external mystery shopping scores with our Client organisation. We would recommend Proinsight to others.John Geary, Head of Customer Experience, MTRread more

Lawrence Everest

14:25 22 Oct 21

Fantastic business and extremely well led. They are simply the best in the business, wonderful to deal with full of... integrity, passion, work ethic and service.Would recommend to anyone.read more

Ben Elwood

14:48 01 Oct 21

I worked for Proinsight for 20 months and had a thoroughly enjoyable time there. Chloe, Dave and Hannah are great... bosses and treat you like equals at all times. The company culture and values are a joy to be apart of.They know how to work hard and play hard and the team is awesome.read more

Joe Meechan

15:29 09 Sep 21

These guys are on it 100%They never let anything slip, Antiono is one of their stars, he is always polite , efficient... and gets stuff done at pace.He is a credit to Pro insight !!Well done Guys.Joe Meechanread more

Robert Gold

14:41 17 Aug 21

A very welcoming team. Every single staff member I spoke to made me feel as if my problem was their top priority.I was... a first time shopper and the guys at Proinsight guided me through in an easy and effective way.On top of that, I had so much fun completing my shop that I picked from a wide range and different types of shops. I am truly excited to do more work with these guysread more

emily summersgill

17:17 06 Jul 21

A great company to complete mystery shop assignments. In what has been a challenging year for so many businesses, the... Proinsight team are always cheerful, helpful and professional, despite the challenges everyone has faced. They have an interesting range of assignments to choose from, clear pay timings and requirements, and are always on hand to help with any issues.read more

Kevin Cole

20:38 27 Jan 21

I have been working with Proinsight Mystery Shopping for some years now and my experience has always been amazing. The... staff are always there to support and encourage individuals so they can make the most out of their assignments and most of all, enjoy completing them.Quality is something that Proinsight lives and breaths and there is always somebody there to help guide you through projects where needed. I feel privileged to be part of the Proinsight team.read more

Pauline Godwin

15:32 26 Jan 21

I have worked for Proinsight for less than 12 months and find it refreshing to be working for a company that is so... committed to doing the best for both clients and employees. Whenever I've needed to ask a question the response has been rapid and instructive. You'd have to go a long way to find such an accessible and helpful management and colleagues.read more

Craig James

15:23 22 Jan 21

Proinsight is one of the best mystery shopping companies that I have had the chance to work for. I was pretty new to... the mystery shopping scene having only started a few months before the pandemic hit. They were really professional and amazingly helpful with any queries that I had which made my experience second to none. My regional coordinator Tom really helped me with the assignments that I took on. I look forward to hopefully getting back into it once things start to open up again.read more

Gareth C

12:09 22 Jan 21

I was recommended to Proinsight by Ben as I was looking to make some extra cash whilst at uni. I've been thoroughly... impressed, after completing a sign up form I was contacted by one of the team members to introduce themselves and talk me through how being a mystery shopper works.They pay on time and sometimes early, have great communication and a variety of mystery shops! Would recommend if you're looking for a fun way to make some money, whilst having flexibility!read more

Ryan Brewer

22:52 13 Jan 21

My experience with Proinsight (as a Shopper) has always been a positive one. The support you get from the team is... fantastic. Hannah has always been a delight to deal with and very efficient and responsive to the needs of the Shopper. For a long time I wanted to get involved with a professional mystery shopping company and I think Proinsight are the market leaders in what they do!read more

Carl Prince

13:12 19 Nov 20

I have been working for Proinsight for about 4 years now. They are completely different it every other mystery shopping... company I have worked for. Firstly, they are amazing at keeping in touch throughout the pandemic and are always there to help. The work they provide me with is enjoyable and is of a good pay rate. Hannah who runs the operations is excellent, always contact ale and giving feedback to make me a better shopper and help me grow in the Proinsight world. I have done so much work for Proinsight, especially over this year and they have never failed to support me or be there. By far the best mystery shopping company out there. Excellent work, excellent customer satisfaction and the whole operation is run so well. I cannot recommend enough!read more

B G

20:36 03 Jun 20

I see the fake 'five star' reviewers are out in force. With the best will in the world, there is no way this company... would rank a five with anyone who has worked with them. Not unless they are bribed or paid cheerleaders.I have worked with them for about 4-5 years but only because I was a full time mystery shopper and they had a lot of evening gigs, which made good fillers. If it hadn't been for that, I would have ditched them a long time ago. Over the years, I've had numerous issues with them. Mainly poorly written briefs, staff who cheated me out of promised fee levels to complete jobs I'd legitimately cancelled in good time. Staff are impossible to get hold of by phone. The only thing I can say in their favour is that they do pay on time. But I must add that the work involved for each assignment is far in excess of the fee levels offered. The worst thing about them I only discovered recently. On one mystery shopping forum during lock-down they've been self promoting as a company that wants to engage with freelance shoppers to get feedback on their performance with them - to help them improve relationship with mystery shoppers. During that time they also set out what their criteria was for earning Platinum status (self assign) was (something I was not aware of until three days ago). Self assign is a handy benefit if you need to quickly grab work during times you have other work in a specific catchment to avoid competing and waiting to hear if you've been given a job. The criteria, it seems, was over 60 per cent report grading, no failed visits, and you had taken up work with them within the past three months. If you failed on any of those, status was removed but reviewed within three months.Considering I had far exceeded this criteria I asked them why I was not assigned this status nor ever had it considered. Yet I never got a straight answer and they still won't assign it to me - despite having over 80 per cent average on my report and taking on regular work with them which they either ask me to take up due to cancelled visits from other shoppers or because I had applied for the work. So I told them straight: they either assign me this Platinum self assign status - to match the same level playing field of other shoppers far less reputable that I am who do have it - or I stop working with them. They just agreed I should go. There's loyalty for you. Oh, I forgot to mention that I had been one of their Shoppers of the Month too a few years back. Fat lot of good that did me!The only reason I was discriminated against for self assign status could only have been because I had given them loads of feedback on what were problems clearly emanating from them, and they didn't like it. Yet they now claim they welcome feedback video conferencing sessions with their mystery shoppers during lock-down. None of whom are likely to say anything useful at all for fear of getting on their bad side, or if they do say anything, it will merely be a repeat of everything I have already told them about on numerous occasions in the past. I am now reporting them to the MSPA for unfair business practices. Their treatment of me has been nothing short of shocking! A real kick in the teeth for years of good work, loyalty and bailing them out when other mystery shoppers cancelled work. In short, they can't be trusted.read more

Jeremy Coles

18:25 24 Feb 20

If I could give 0 stars, this would be the company I’d give it to.The staff seem to be unhappy, leave messages and no... one gets back to you. Try to contact again, promised callback which never happen.The operation manager is rude, not sure how she’s a manager. Very aggressive and speaks down to you.They let go of great staff, no surprise there’s a high turnover.Do not work for this company as a shopperread more

Farwah Farrukh

15:30 17 Feb 20

Lovely to work with! Professional and reliable. Great customer service and someone is always able to assist on weekends... too 🙂read more

Samuel Helston

16:44 31 Aug 19

I really enjoy working with this company. They have a wide range of opportunities in my are which really means I can... experience things that I might never have had the chance to had I not been a mystery shopper. Tom has been really awesome at getting me involved and is a great asset to the companyread more

tim smith

11:19 30 Aug 19

Joined a few months ago and have successfully carried out a few assignments with any major problems. Like most new... things it takes a bit of time to understand the procedures, but I feel as though I'm there now. Everyone is helpful and they pay promptly. Off to Starbucks tomorrow!read more

Amie Kumar

22:59 29 Aug 19

I enjoy my jobs with Proinsight as they are completely flexible to my needs and available time. The contacts are always... available to talk to and answer your questions efficiently - especially Sam Harper. There is a lot of scope for you to undertake additional certifications but ultimately it is your decision. A trustworthy mystery shopping website unlike other websites you see that are full of spam. I have increased my accuracy and attention to detail since completing assignments for Proinsight.read more

Sarah Longstaff

19:42 16 Aug 19

I've worked with the team at Proinsight for a few years now, and I've had fantastic service from them throughout. The... full team are great, friendly and professional - they always go the extra mile to help and ensure we're receiving a high quality service. David Hopkins has looked after us a client throughout our contracts, ensuring we're happy with everything and everything is going well. I definitely couldn't recommend this company enough! I've recommended them to many other companies I've worked with now due to their fantastic service.read more

Ben Stancombe

08:59 15 Aug 19

Proinsight have always been a joy to work with. They are professional, accommodating and have helped to turn dreams... into reality on a number of key projects.To manage across a large number of locations is a difficult task and Proinsight is an important component in helping to do that. The reports that Proinsight produce, lead to tangible changes in the culture and processes at site level, ultimately improving the quality of our customer's experience. I have enjoyed working with the team at Proinsight. Standouts include David, Chloe and Karen. Thanks to all the team. Benread more

‘Voice Of The Customer’ – It’s Time to Listen