Mystery Shopping for Health & Adult Social Care
Gain clarity on what families experience when enquiring with you so you can win more clients
We enquire as real families would, by phone, email, web form, live chat and brochure download, then score every step so you know exactly what to build on and what to fix.
The Only Agency To Win 100% of Care Marketing Awards,
trusted by care providers across the UK
Win the families you’re already paying to attract
Are you left wondering why good enquiries don’t turn into visits, assessments or new clients?
You can’t afford to invest in generating enquiries only to lose them at the first call or viewing, through a slow response or a conversation that doesn’t feel caring.
With Prosperwell, a prosper-shopper uses realistic family personas to stress-test your sales process. Some pick up the phone straight away, some go quiet, some ask the hard questions about fees. We see how quickly your team responds, how many times they follow up, how they try to re-engage and how they handle each conversation, then show you exactly where families are slipping away.
See how providers like you are filling beds & growing weekly hours
"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."
"I would highly recommend their services."
"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."
"Within three months, we were at full occupancy."
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."
"I don’t think we would be here without them.”
"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."
Give every family the same great first impression
See exactly where enquiries slip away
Every journey is scored against what families expect, from the first response to the final next step, so you know which changes will make the biggest difference.
See how your team handles every kind of family
Some of our personas pick up straight away, others go quiet or push back on fees. See whether your team gets the balance right between empathy, asking for the right information and agreeing a next step, whoever they’re speaking to.
Raise standards across every home or branch
Give senior leaders a clear view of how every site handles enquiries, so support goes where it’s needed and every family gets the same standard of care.
Mystery shopping built around the moments that matter
Every programme is shaped around what you need to know:
Find out why private enquiries aren’t turning into visits, assessments or new clients.
Make sure your team is ready to give families a great first impression, and stand out from local competition, before the doors open.
Compare every site side by side, spot your strongest people and share what they do across the group.
Find out how local competitors handle the same family scenarios, so you know exactly where you stand out.
Mystery shopping by people who know how families choose care
Our family personas are built from what we see in care enquiries every day, and every call is scored by care sales specialists who know what good looks like.
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 occupancy, private-pay or the care types you offer. We only work in care.
You stay in control.
You agree the scenarios and see every score, with clear, practical feedback for your team.
You see the evidence.
Every score is backed by call recordings, emails and chat transcripts, so feedback is fair and specific.
How it works
We agree the scenarios
We choose the family personas and situations that matter most to your business, from a first enquiry to a call about fees.
We enquire across every channel
Our specialists enquire by phone, email, web form, live chat and brochure download, just as real families do, and track every response, follow-up and call that comes back.
We show you what to build on and what to fix
You get a scored report with recordings and written evidence for every journey, plus practical recommendations your team can act on straight away.
Frequently Asked Questions
No. That’s what keeps the findings honest. We’ll help you share the results in a way that supports your team rather than catching them out.
Realistic care seekers, such as a daughter urgently arranging care for a parent, or a researcher comparing every detail. Each one behaves differently: some answer straight away, some go quiet and some ask the hard questions about fees. We agree which ones fit your business before we start.
Yes. We tailor every scenario to the service you offer, whether families are looking for a care home place or care at home.
That’s the point. Seeing where enquiries slip away is the first step to fixing it, and we share every finding in a way that helps your team improve.
Yes. We can enquire with your local competitors in the same way, so you can see how your team’s response, follow-up and tone compare.
Insights & Resources
to Grow Your Business
Ebooks & Guides
Practical guides to filling beds, growing hours and recruiting carers, written from what's working in live campaigns.
Lunch & Learn
A free 30-minute session with Care England on the first Wednesday of every month. No recordings, so the questions stay honest.
Tea with Tobi Podcast
Long-form conversations with the people running and shaping UK care, on YouTube, Spotify and Apple Podcasts.
It’s time someone took care of you
Book a free discovery call with a care growth specialist to find out what families experience when they contact you.