NEWLANN

NEWLANN

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News

October 2015

Citizens Advice report on Post Office Locals now published - based on Newlann fieldwork and analysis:

Fixing the foundations: Branch and service standards in Post Office Locals


Specialists in Mystery Shopping

We provide bespoke, in-depth, independent and high quality mystery shopping services to a wide variety of business sectors and sizes. Mystery shopping is a highly effective tool helping organisations to improve customer satisfaction, loyalty and trust. Newlann specialises in understanding and evaluating:
  • The whole customer experience
  • Customer service
  • Compliance
  • Competitor performance
  • Adherence to sales processes
  • Literature and point of sale

Improving Your Performance

We focus on insightful interpretation of strengths and weaknesses amongst your front-line staff and recommend actions based on the results. We provide ongoing continuous evaluations to track improvements and areas for development over time or one off diagnostic projects concentrating on specific issues such as queuing and waiting, aspects of regulatory compliance or rapport building skills.

Customer Service

Customer Service

Excellence in customer service is a powerful means of differentiating your offer. Going beyond customer expectations will also drive loyalty and enhance your reputation by word of mouth (and, increasingly, social media). But how can you ensure that you deliver consistently great service on every customer interaction?

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Compliance

Compliance

All organisations risk reputational damage and loss of custom if they are not compliant with the law and any regulatory areas specific to their sector. Most organisations also formulate their own internal compliance framework which may encompass other areas not specifically set within law but nonetheless fundamental to strategy.

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