Customer experience specialist Paul Matthews is expanding his insight6 franchise by purchasing a neighbouring territory, Surrey.
Battle-based, Paul has been building insight6 in Sussex since 2015, turning it into a thriving
customer experience (CX) consultancy. Working with 70 local businesses, including high-
profile clients across the leisure, hospitality, retail and professional service industries, Paul
has increased turnover by 550%.
insight6 provides businesses with first-hand insights into the customer’s experience utilising
its world-class research tool instantinsight, mystery shopping programmes and customer
“I am thrilled to be taking the next step in growing my business. Investing in a new region was a big step against the backdrop of uncertain economic times, however, the need for businesses to fully understand their customers has never been higher, and enquiries have already increased during the first month of 2024.”– Paul Matthews, insight6 Sussex and Surrey
Paul bought his first insight6 franchise after experiencing the benefits as a client whilst
working in the leisure industry. Regarding his professional background and new franchise territory, Paul said:
“I spent 19 years working in the leisure sector managing high-end health clubs, and monitoring and improving customer experience was always a key part of my roles. CX was always a top priority in my previous role, and I invested a lot in measuring and improving CX. Having been an insight6 client for many years, when the opportunity to buy the Sussex arm of the business arose, it was the ideal opportunity for me to go out on my own and help other businesses.”
Surrey is an established and profitable region for insight6. The previous owner, Jim
Smith will retire after building up the business over the last 15 years. He said:
“Having joined the company in 2009, then known as ‘Shopper Anonymous’, I’ve built up a fantastic client base and become a trusted business partner over the years. Helping a business improve and achieve its goals is rewarding, and I’ve enjoyed every minute. Paul is a fantastic CX Specialist, and I know businesses across Surrey will be excited to work with him as I head off into retirement.”
Paul added: “I look forward to building new relationships across Surrey and forging strong partnerships that drive success for all involved.”