• Mystery Shopping your Customer Experience

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    Updated: 15th April, 2025 | Created: 20th December, 2021
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    Businesses in a range of industry sectors, from retail and hospitality to healthcare and entertainment, work closely with a mystery shopping agency and have mystery shops conducted on a regular basis. There are a number of advantages to using mystery shopper services, regardless of the size or structure of your business, and with a vast selection of bespoke packages available, anyone can reap the benefits associated with gaining an insight into different aspects of their business.

     

    As we head into 2022, it is undeniably worthwhile thinking about using mystery shopper services if you don’t already and the start of a new year is the perfect time to make improvements to your business. Although mystery shopping is an additional expense to be built into your annual budget, it is a brilliant investment to make for reasons such as;

     

    Improve your sales in the new year

     

    Mystery shopper services have proven time and time again to have a good ROI across a number of different industries. Whilst you may have to pay for the expertise of a mystery shopping company, you can guarantee that the insight you gain through mystery shops will help your business to be more successful and profitable in the long run.

     

    Starting 2022 off on the right foot is crucially important, especially after the difficult couple of years that many businesses have experienced. So, as mystery shopping can help boost your sales in the new year, it is a worthwhile investment.

     

    Ensure customers continue to shop with you

     

    Great customer service is something that consumers have come to expect and ensuring your business isn’t disappointing in this regard is incredibly important. Mystery shoppers can provide you with honest and constructive feedback about their first-hand interactions with your business, enabling you to ensure your customer experience is always exemplary.

     

    The quality of your customer service and customer journey will directly influence the thoughts and feelings people have of your business. By working with a mystery shopping agency, you can ensure your reputation is positive and doesn’t restrict your success.

     

    Remain up-to-date and relevant

     

    Not only can mystery shopper services help you to get under the skin of your own business, but they can help you to learn more about what your customers are really looking for too. Using both competitor shops and market research programmes will help you to stay relevant and competitive, especially if your business is in a saturated market.

     

    By ensuring that you’re providing your customers with the products they are in need of and that your services are better than your competitors, you won’t get left behind. This will have a direct impact on the bottom line of your business moving forward.

     

    Continue to deliver across the board

     

    In addition to face-to-face mystery shopping services, using other services such as telephone mystery shopping, social media mystery shopping and online mystery shopping will help you to deliver outstanding service regardless of how a customer interacts with your business. So, you won’t have to worry about one aspect of your business letting you down.

     

    As online interactions become more and more common in this digital age, working with a mystery shopping agency will give you an opportunity to improve your online presence. Doing so will have a knock-on effect on how much new business you get.

     

    Using mystery shopping services in the UK

     

    Ultimately, if you want to set yourself up for a successful year, it is definitely worth using mystery shopping services in 2022 and you will likely be surprised by just how much of a positive impact they can have on your business as a whole. Should you wish to speak to a mystery shopping agency about the wide range of different services available in more detail, our team here at Proinsight will be happy to help.

     

    We provide our clients with a comprehensive portfolio of mystery shopping services in the UK, enabling us to create a bespoke package that suits your business best. Depending on your individual goals, we can recommend the most useful services and our experienced team of mystery shoppers will deliver the services you choose to the highest standard. You can always turn to Proinsight in confidence knowing that we have the expertise to provide you with an invaluable insight into your business and to boost business growth.


    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.