• Mystery Shopping your Customer Experience

  • Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    The Legendary Proinsight’s Champions club is an end-of-month celebration of the team members who have exceeded their personal targets for the month. We wrap up and leave the office just after lunch on a Friday and take part in something enriching, the club has included events like cocktails at the top of the shard, to gaming under the railway arches in Southwark.

     

    The activities are chosen entirely on what each team enjoys so that a mix is provided to all, it becomes a great way to see different strengths and teamwork outside of a work environment.

     

    The team members are always in for mystery (no pun intended ?) each month, what could it be next? rage rooms (a chance to let off some steam!)

     

    Does everyone benefit?

    Now most of you may think well not everyone gets to enter the champions club so how does this benefit everyone? Well, those who don’t manage to achieve their end-of-month target still get to join us for drinks and celebrate their month’s success, giving a chance for all to switch off and have fun so that no one entirely misses out (we aren’t that mean!)

     

    What does the team enjoy about Champions club?

    • Champions Club is a Proinsight tradition that is LOVED, it’s a way for us to pause the clock and celebrate each other’s successes. From cocktail-making classes to virtual reality fun. The possibilities are endless!
    • Getting to know colleagues better and being able to just switch things up. It is great to be out of the office and have a moment of enjoyment and even find out new skills you never knew you had.
    • A great start to the weekend
    • Every month is a mystery and I look forward to achieving next month to find out what’s next!
    • Nice to be rewarded and spend time with the team

     

    Keep watch for what team Proinsight gets up to next because remember every month a mystery ?


    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.