• Mystery Shopping your Customer Experience

  • Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    A mystery shopping info-graphic

    How is the UK dealing with Social Distancing?

    Here at Proinsight, we did some research about where consumers feel safest?

    What we discovered

    ·      59% supermarket customers not following on social distancing

    ·      50% of petrol stations failing on sanitation

    ·      Signage key to customers feeling safe

    Leading mystery shopper and consumer research company Proinsight is calling for action after a survey of 3, 200 UK shoppers revealed how consumers and retailers are falling short of government COVID guidelines.

    The survey undertaken in partnership with the Mystery Shopping Professionals Association [MSPA] from July 7th to 21st included questions on sanitisation, signage, social distancing and PPE.

    Key findings included:

    ·  Petrol stations (50%) and pharmacies (39%) were failing to provide sanitation.

    ·  92% of shops had clear signage.

    ·  33% of staff in supermarkets are failing to observe social distancing.

    ·  59% off customers in supermarkets are failing to observe social distancing.

    ·  Only 55% of customers across sectors are observing social distancing.

    ·  Automotive dealers score lowest (63%) on PPE for staff.

    The survey also revealed that of all the safety measures, shoppers feel safest when customers socially distance (98%) and most vulnerable (unsafe) when there is a lack of signage (64%). Safety is also a factor in driving recommendations with only 57% of customers likely to recommend outlets with no safety measures in contrast to 93% when all safety measures are met.

    David Hopkins, Managing Director of Proinsight, said: “This report shows three things: too many outlets across a number of sectors are failing at basic COVID safety; that we are failing ourselves as customers, by not observing social distancing when shopping; and that insights in to our behaviour are critical for us to adapt accordingly. And adapt we must.”

    How Do Our Shoppers Feel?

    One of our awesome shoppers, Siobhan, went on Radio 5 to talk about her experiences as a mystery shopper prior and post Covid. Discussing how shopping has changed but mystery shopping hasn’t, to listen to this please click here.

    We offer Covid compliant mystery shops, if you want to ensure your facilities are safe to be in please leave you details here and we’ll be in touch.

    Hope you’re staying positive and testing negative!


      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.