Welcome to Newlann Mystery Shopping

What we do:

We help organisations evaluate what it feels like to be a customer and what effective actions can be taken to improve the customer experience.

We can tell you what’s really happening when your staff interact with your customers.

We can help you achieve service excellence and build long term trust. Our focus is always to deliver high quality and reliable data supported by insightful analysis, interpretation and recommendations for action.

Who we are:

Newlann is an expert and dedicated mystery shopping provider. We are a small team based in beautiful Monmouthshire, Wales. We have a wealth of experience in designing, implementing and reporting on mystery shopping projects. Our large field-force works across the UK. We specialise in Retail, Public Sector, Heritage, Hospitality and Third Sector. We measure all touchpoints (face-to face, telephone and online).

How we do it:

Based on your brief, we design a measurement tool and a reporting framework. We believe top quality fieldwork is as integral to the success of a project as is the design and feedback. We provide impactful reporting to engage staff, highlight strengths and point out missed opportunities. All our projects are designed on a bespoke basis reflecting the individual needs of our clients.

Excellence in customer service is a powerful means of differentiating your offer. Going beyond customer expectations will drive loyalty and enhance your reputation by word of mouth and, increasingly, by social media.

But how can you ensure that you deliver consistently great service on every customer interaction? You can focus on recruitment of high calibre staff, put in place training regimes, set standards for your front-line staff and use motivational tools to drive up performance. You can conduct customer satisfaction surveys to evaluate the outcomes. However, formulating improvement strategies must be informed by a good understanding of your current performance – that is what really happens when your customers experience your organisation and interact with your staff. This is where mystery shopping comes in - helping you to:

  • Objectively assess the customer experience at the point of interaction
  • Evaluating whether the actual customer experience marries up with your intentions
  • Identifying where and how you can make improvements
  • Developing benchmarks on which you can track change over time
  • Comparing different sites, different staff groups, different customer groups, different types of interactions and different time periods
  • Comparing your own service against your competitors or against 'best in class' providers in any sector

In tandem with the knowledge you have of your customers' expectations, mystery shopping feedback helps determine where you should focus your resources and training. Ultimately it can help you 'raise the bar' on your own internal service targets, improve your image and ensure the best service experience for your customers.