• Mystery Shopping your Customer Experience

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    Updated: 15th April, 2025 | Created: 10th January, 2022
    Proinsight Staff Chloe

    Chloe Kinch

    Director of Client Success | Proinsight Mystery Shopping

    It is fair to say that 2021 has been difficult for a number of industries. Many spent the last 12 months trying to rebuild their businesses after the restrictions that were put in place throughout 2020 in an attempt to slow the spread of Coronavirus. However, there is one particular industry that has been incredibly busy this past year; the housing industry and the housing market continued to move at pace regardless of what else was happening in 2021.  

     

    Lots of businesses within the housing sector have been trying out different tools in an attempt to stay relevant and competitive at such a frenzied time, and mystery shopping programmes have been very sought after. There are a number of advantages to working with a mystery shopping company whilst the housing market is so competitive and even into the future when it finally starts to cool off again.  

     

    Housing trends over the past 12 months  

     

    Over the past 12 months, the housing market has changed in a number of ways and buying, selling or renting a property has come with a number of challenges. There was a huge shortage of properties on the market in 2021, resulting in multi-offer situations and bidding wars. This is thought to have been due to an increase of first-time buyers being able to get a foot on the housing ladder. Historically low interest rates made it possible for many to consider moving home this year too, not to mention the stamp duty holiday had a role to play.  

     

    As a huge percentage of people have been working from home since the start of the pandemic, buyers priorities also changed. There was a significant increase in people looking for properties in rural areas and many chose to move out of big cities like London. After spending so much time at home in 2020 and 2021, the vast majority were looking for properties with outdoor spaces too and gardens became a must-have for buyers. This resulted in less interest in flats and apartments. 

     

    It is predicted that the housing market will be just as busy, if not more so, in 2022 and there is expected to be a strong buyer demand as well as a number of homeowners getting ready to sell. For those working in the housing sector, the start of the new year will likely bring another 12 months of a competitive housing market. 

     

    Why businesses in the housing sector are using mystery shopping 

     

    Lots of businesses in the housing industry, from estate agents to solicitor firms, have started working with mystery shopping companies over the past year. They have been enlisting the help of mystery shoppers for a number of reasons, but predominantly to win over new clients and to remain relevant during these incredibly competitive times.  

     

    By using mystery shopper services, such as face-to-face mystery shopping and telephone mystery shopping, businesses can get an insight into their customer experience and ensure that they’re providing exemplary customer service. Using the feedback provided by mystery shoppers, they can make any required changes to prevent them from losing out on clients to their competitors. They can also make sure that clients continue to recommend them to their family and friends, and word of mouth referrals remain to be really effective.  

     

    Lots of businesses are using mystery shopper services like competitor shops and market research to learn more about their competitors as well as what prospective clients are really looking for. The information gained from these particular services will help them to stay both relevant and competitive whilst the market is booming, and it will prevent them from being overlooked. When businesses know what sets them apart from the competition and what clients require at this moment in time, they can make strategic decisions for business growth. 

     

    Finding a mystery shopping company to work with  

     

    Should you be interested in working alongside a mystery shopping company in 2022, feel free to contact our team at Proinsight today. Mystery shopping really is one of the most useful ways to understand the good and the not so great about your business, and we’re experts at getting under the skin of our client’s businesses. What’s more, we know what to do with the honest and objective feedback provided by mystery shoppers to help you boost business growth. 

     

    At Proinsight, we work with businesses across a variety of industries and our expertise is extremely vast. All of our mystery shopping programmes are tailored to your individual needs too and we will work with you to create a package that is suitable for your business. We really do have the people, the skills and the experience to help you improve your position in the marketplace, so don’t hesitate to enlist the assistance of our team.  


    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!