• Mystery Shopping your Customer Experience

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    Updated: 15th April, 2025 | Created: 1st November, 2021
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    Why Mystery Shopping In The Leisure And Entertainment Industry Is Popular

     

    Unlike other job roles, one of the biggest advantages of becoming a mystery shopper isn’t the extra income and although you can earn a living carrying out mystery shopping assignments, there is much more to mystery shopping than money. Many choose to become a mystery shopper because this type of work is like no other and you will get to enjoy various different experiences throughout your time working for a mystery shopping company.

     

    As businesses from a wide range of industries use mystery shopping services nowadays, the assignments that you will get to complete as a mystery shopper are incredibly varied and no two days will be the same. Some industries are considered to be more fun than others to carry out assignments for though and the leisure and entertainment industry is one of the most popular. Below we have looked into some of the main reasons why so many mystery shoppers apply for assignments within this particular industry.

     

    Enjoy a free family day out

     

    The majority of mystery shopping assignments that fall under the leisure and entertainment industry will be a day out that can be enjoyed by the whole family. On the contrary to conventional mystery shops that entail popping into a retail store and buying an item, for example, these types of assignments will usually involve an activity and you will have the opportunity to try out lots of different activities during your time as a mystery shopper.

     

    Here at Proinsight, our team of mystery shoppers have delivered mystery shops for places like Lane7 and Buckmore Park, and they have been able to enjoy lots of the fun activities that they offer. Although you will still be required to complete a detailed report and provide useful feedback after completing the assignment, during the mystery shop itself, you can enjoy yourself and mystery shopping assignments in this industry really won’t feel like ‘work’.

     

    Improve the experience for other families

     

    By carrying out a mystery shopping assignment, whether this involves a game of bowling or a round of mini-golf, you can help local businesses to improve their customer experience. The impartial feedback that you provide will be invaluable to businesses in the leisure and entertainment industry, and the insight that you give into the journey you experienced will help them to make beneficial improvements moving forward.

     

    The changes that businesses make based on the feedback that you provide will help them to better their services for other families in the future and their whole experience will be more enjoyable. Similarly, if you had fun during your mystery shopping assignment and you want to return to the business again, you’re likely to have a better experience the second time around thanks to the thoughts and opinions you expressed during your feedback.

     

    Ensure local businesses are successful

     

    As a mystery shopper, you have an opportunity to make a real difference to businesses in the local area and your mystery shopping assignments can directly influence their success. Simply put, by using your feedback to improve their services, businesses in the leisure and entertainment industry will be more likely to remain relevant and competitive. This will result in them attracting more families and increasing their profit.

     

    When you help local businesses to continue being successful, they will be more likely to keep their doors open and provide fun experiences to families for many years. So, you won’t have to worry about your local bowling alley or go-karting track closing down and being left with nowhere to go with your family for a day out. The mystery shopping assignments you complete can have much more of an impact than you may initially realise.

     

    Becoming a mystery shopper

     

    Ultimately, it is easy to see why mystery shopping in the leisure and entertainment industry is so popular and it is no surprise that lots of mystery shoppers complete the application process when new assignments appear on their dashboard. If you’re interested in becoming a mystery shopper, then it is fair to say that these types of mystery shops are always worth applying for.

     

    Here at Proinsight, we are always looking for new mystery shoppers to join our team and you can register online via our website today if you think that mystery shopping sounds like something you’d enjoy. We are proud to be a well-established and trusted mystery shopping company, and we work alongside a number of clients in the leisure and entertainment industry, so we have lots of exciting assignments for our mystery shoppers to apply for. If you have any questions at all about joining our team, feel free to get in touch with us today.

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      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!