• Mystery Shopping your Customer Experience

    • 0
    Shopping basket
    Updated: 15th April, 2025 | Created: 5th February, 2021
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    Why Google reviews are valuable for your business.

    So many businesses have faced tough challenges over the past 12 months, and for the majority, their only way to stay connected with their customers is through online platforms.

    Small businesses especially, rely heavily on word of mouth to keep up momentum. Therefore, leaving a positive Google review for a local business that you use, can have a huge positive impact for them.

    What are Google reviews?

    A Google review is an evaluation of a service giving it a 1 to 5 star rating based on your experience of that business.

    By simply looking up a company in the Google search bar, their current Google reviews will appear with an overall rating. This rating can determine whether you choose to use a company’s services. A negative score will most definitely make you think twice about whether they are trustworthy or not.

    How do they work?

    The more positive reviews a company has, the more credibility they receive. Those with a strong rating will have a higher ranking for localised SEO resulting in a better online reputation.

    How can you help?

    If you do one thing today, take 2 minutes to leave a review for a company that has given you a fantastic customer experience. Look them up on Google and share your story with others. It’s completely free and will make their day!

    As we power on through these challenging times, we can all help each other with simple acts of kindness such as complimenting each other’s work.

    How can Proinsight help?

    If you want to improve your customers experience, Proinsight can send our professional mystery shoppers to deep dive into your businesses customer journey and deliver the insights you need to better your service resulting in more positive Google reviews. Contact us today to find out more!

    A big THANK YOU from Proinsight!

    Here at Proinsight, we recently hit 200 reviews with an overall rating of 4.9 stars. This has had a massive impact on our little business. Reading all of the lovely comments from our Mystery Shoppers and Clients has kept us smiling throughout!


    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.