Mystery Shopping for Health & Adult Social Care
Gain total commercial clarity on how your team handles private-pay enquiries to maximise admissions.
How effectively are your enquiries being nurtured or neglected? We provide an objective view of your customer journey, identifying where families are slipping away so you can fine-tune your sales process and increase your enquiry to admission conversion rate.
The Only Agency To Win 100% of Care Marketing Awards
Identify the Hidden Problems Costing You Move-Ins
Are you left second-guessing why private enquiries aren't progressing effectively into move-ins?
You can’t afford to invest your budget into generating leads, only to lose them at the first point of contact because of a slow response or lack of empathy.
With Prosperwell, you get a care sector specialist that uses proprietary family personas to stress-test your sales process, identifying exactly where the "leaks" are and providing the commercial roadmap to grow your business.
Success stories for care providers across the UK
"You need expertise, people that have a narrow focus and know exactly what they’re doing when it comes to digital advertising. Prosperwell absolutely are those experts."
"We partnered with Prosperwell with a target of generating six leads per month to help us reach maximum occupancy in our care home. In the first two months alone, they delivered 21 genuine enquiries, with two already converting into residents."
“They are the proactive stakeholder on this for us, it’s really a white glove service being offered here. Our occupancy was around 80% and to reach the point where we are 100% full was massive."
Our average occupancy has gone up by 9.43% and within three months we were at full occupancy. They have a solid system for tracking leads, which allows us to fill beds fast and feels like a safeguard against any drops in occupancy."
"We dropped down to 13 beds, and within a matter of 3 months we got the beds back up to 26 beds. To achieve that if you ask anybody in the care sector, it's unachievable."
"Within 2 Weeks of those bedrooms being available for occupation, all of them we're occupied and every single one of those leads came from the Prosperwell Campaigns."
"Since working with Prosperwell, we've seen a huge increase in digital enquiries. The biggest improvement being the quality of enquiries, they're all people who are in market looking for care types and services that the home offers."
"Prosperwell has been instrumental in the remarkable success of our new home, within just two months we gained 20 residents, something I've never seen in my 20 years of experience."
Improve Consistency Across Your Team
Identify precisely why families aren’t progressing forward
Our detailed audits pinpoints where your team performs well and where they fall down; from speed of response or initial tone to follow-up proactivity. We highlight the specific areas where a change in approach will immediately impact your conversion rates.
Understand how your team handles different personalities and scenarios
Experience the security of knowing exactly how your staff react to diverse dynamics for families seeking care, whether they are dealing with a detail-oriented researcher or an overwhelmed relative. We show you if your team maintains the right balance of empathy and commercial direction across every situation.
Improve consistency across multiple sites
Build a commercially resilient sales culture where every enquiry is handled with the same high standard of care. This visibility allows senior leaders to provide targeted support where it’s needed most, protecting your reputation and your revenue.
A Proven Sales Approach for Every Stage of Growth
Our mystery shopping service is built around real operational pressures and situations.
Underperforming Homes
Diagnose why private enquiries aren’t translating into tours or move-ins.
New Home Pre-Launch
Ensure your commissioning team is "sales-ready" and delivering a premium first impression compared to local competition before the doors even open.
Multi-site Benchmarking
Compare performance across your group to identify top-tier handlers and standardise excellence across every home.
Competitor Intelligence
Understand how your local competitors handle the same family personas to ensure your value proposition stands out.
Why Choose Prosperwell?
Book a Discovery Call"The Prosperwell Sales & Customer Experience Team possesses deep and specific experience within the care home setting and demonstrates a great intuition for the emotional aspects of this business."
You get a partner who understands your sector.
No explaining what ‘occupancy’, ‘private-pay’ or the care types you offer mean.
You stay in control.
Transparent reporting, a proactive team and no chasing for updates.
You see measurable results.
Campaigns designed to drive enquiries, not just clicks.
How Our Mystery Shopping Works
We identify exactly where conversion is being lost.
We deliver hands-on workshops focused on handling objections, discussing fees, guiding families through decisions, and building natural next steps.
We introduce clear ownership, CRM discipline, and repeatable follow-up frameworks to ensure consistency long after training ends.
Frequently Asked Questions
Will this make our team sound scripted or pushy?
No. Our training removes pressure and reframes sales as serving to build your teams confidence. Conversations feel calmer and more professional, not aggressive.
How quickly will we see results?
Many providers see measurable improvements in conversion within weeks once structure and follow-up are implemented.
Do you train Registered Managers or dedicated sales teams?
Both. We tailor sessions to the commercial maturity of your team and the operational reality of your home.
What if this exposes internal weaknesses?
That clarity is a strength, not a risk. Addressing gaps early protects occupancy and reduces long-term stress.
Is this only relevant if we are running marketing campaigns?
No. Sales training improves the performance of every enquiry source — digital, referral, word-of-mouth or local authority transitions.
Featured Insights & Resources
Ebooks & Guides
Practical resources for sales and marketing growth.
Lunch & Learn
Monthly online sessions to help care operators grow their businesses.
Tea with Tobi Podcast
Real conversations with care leaders.
It’s time someone took care of you for a change.
Book a free discovery call today and find out how we can help you fill your beds, grow weekly hours, and increase private-pay enquiries.
Book a Discovery Call