• Mystery Shopping your Customer Experience

    • 0
    Shopping basket
    Updated: 14th April, 2025 | Created: 19th August, 2022
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    As a well-established and trusted mystery shopping agency, we work with companies across the UK in a variety of different sectors, so we’ve got something for everyone. Joining our community of Mystery Shoppers means you get to work with our friendly and supportive team who are here to help you every step of the way. You’ll also get access to some brilliant how-to guides through our Shopper Academy.

     

    The Benefits….

    Becoming a Video Mystery Shopper isn’t just a great way to earn some extra cash, it’s also an opportunity to make a real difference to businesses in your local area and to work at a time that suits you.

    We are always keen to find and bring in new and fresh faces to join our well-established community of Video Mystery Shoppers. Video Mystery Shopping assignments tend to pay a higher fee than the usual in-person visits and you can usually expect to receive £30-80 in fee for a video shop. Well worth the investment we think!

      

    How does it work?

     

    Being a Video Mystery Shopper gives you access to covert recording equipment that is used in mystery shops – these can be glasses, watches, a PV500 (or other button-hole cameras) and/or lots of other things, too.

     

    Most assignments are done in person as a customer, we have some clients that realise the benefit of being able to see the customer experience first-hand, this is done by the use of a covert camera. You’ll need to own your own covert camera equipment and wear it whilst conducting your customer journey. Really helpful for assisting you in remembering what happened when you have a video to turn to! We sell covert camera equipment in which you can contact our Regional Programme Coordinator for information once you’re registered.

     

    Lots of opportunities are coming up in video mystery shopping and with a huge 800 video mystery shops on the books, just gives a great variety for shoppers to pick from and get started straight away. Please click here to complete this short survey to let us know if you are already a VMS or interested in becoming one! If this link does not work, please copy and paste the link below.

    https://www.surveymonkey.co.uk/r/MGHHF3X

     

    If video mystery shopping isn’t for you, please don’t worry! We still have over 2000 other mystery shops each month that you can get your hands on – either in your local area or ones that are able to be completed from the comfort of your own home. Click here to visit your portal.

    Stay up to date by joining over 2000 of your fellow Mystery Shoppers in our private Facebook group here. 

     


    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!