• Mystery Shopping your Customer Experience

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    Updated: 15th April, 2025 | Created: 16th May, 2022
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    The world of mystery shopping is continually evolving and mystery shoppers have the opportunity to make a huge difference to businesses in their local area. Working as a mystery shopper is incredibly rewarding and this line of work is something that shouldn’t be overlooked whether you’re looking for a career change or a part-time job to supplement your current wage.  

     

    Not many people know what being a mystery shopper actually entails and this can put them off registering to join the mystery shopping movement. To provide a useful insight into what working as a mystery shopper is like, below we have answered some of the most commonly asked questions about being a mystery shopper.  

     

    What do mystery shoppers do? 

     

    Mystery shoppers carry out assignments that involve interacting with businesses in the same way any other customer would. They then provide honest feedback about the first-hand experience they had whilst interacting with a business. Ultimately, the feedback provided by mystery shoppers is the best way for businesses in all industries to see things from their customers’ perspective and they use this feedback to improve their customer experience.  

     

    So, when you’re a mystery shopper, it will be your job to provide detailed and unbiased feedback that can benefit businesses, and you will usually have a pre-populated survey form to complete after your mystery shopping assignment.  

     

    What type of assignments do mystery shoppers complete? 

     

    Often, mystery shopping companies will have clients from a broad range of industry sectors and they will offer a number of different mystery shopping opportunities. However, the type of assignments you complete will depend on the clients you’re matched to. Simply put, you will apply for the different assignments that you’re interested in, your application will be reviewed and if you’re the right person for the job, you will be assigned the mystery shop to complete.  

     

    To help you choose which assignments you’d like to apply for, at Proinsight, you can view all open opportunities on a convenient dashboard. Here you will find everything you need to know about an assignment, including; the shopper fee and any reimbursement allowances. You can then make sure you’re only applying for assignments that are suitable for you and that you have time to complete to the best of your ability.  

     

    Why do people enjoy mystery shopping? 

     

    There are so many benefits to becoming a mystery shopper and ultimately, you will be getting paid for visiting your favourite brands. Not only is mystery shopping a brilliant way to earn an extra income, whether this is £10 a month or £1000 a month, but it is also an excellent way to help businesses you enjoy continue to be successful for many years to come. The feedback you provide can help local businesses to thrive and you can improve your local high street.  

     

    Mystery shopping is a really flexible job as well and you can complete as many or as few assignments as you’d like each month. It is so easy to fit assignments into your schedule and you can simply complete them whenever you have some free time. Depending on the type of mystery shopping you’re doing, sometimes you can even complete assignments without leaving the comfort of your home.  

     

    Of course, you can have lots of fun whilst completing your assignments too. From eating meals in restaurants and staying at holiday parks to attending fitness classes and enjoying family activities, there is such a huge range of exciting mystery shopping assignments to apply for. Although you will need to be attentive during your mystery shop to enable you to provide feedback, you can still relax and have some fun.  

     

    Applying for a mystery shopper job 

     

    If mystery shopping sounds like something you’d be good at and something you’d enjoy doing, take a look at the rest of the Proinsight website today. You can register online with us and we will help you get started. As a well-established mystery shopping agency, we have a number of exciting mystery shopper opportunities all over the country and we will help you find the perfect assignments for your personal interests. If you have any questions about mystery shopping jobs, don’t hesitate to get in touch with us, we will be happy to provide you with any additional information you may require.  


    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!