About Newlann Mystery Shopping

Newlann was set up in 2014 and specialises in mystery shopping and related consultancy.

We provide a bespoke high quality service utilising our field-force of some 10,000 shoppers across the UK and the Republic of Ireland.

We cover all individual touch points as well as multi-channel comparisons – wherever staff and customers interact.

We evaluate all aspects of the customer experience including customer service, sales processes and compliance.

Our reporting is also tailored to client needs and designed to celebrate successes as well as highlight areas of opportunity.

We also offer customer research – both quantitative and qualitative - in tandem with our trusted associates Research Oxford

Carole Arvanitis

Carole Arvanitis

Carole has worked in market research for over 30 years with a specialist focus in mystery shopping.

Prior to setting up Newlann, she worked for almost 20 years as a divisional director of GfK Mystery Shopping. She has conducted programmes in all sectors but over recent years has concentrated on public service, retail and heritage clients.

Prior to Newlann and GfK, Carole gained experience in a number of market research roles in both client and agency companies, in the UK and abroad.

Carole is a post-graduate in Economics and is a certified member of the Market Research Society (MRS). Carole looks after our clients at Newlann and leads on project design, reporting and insight.

Andy Postlethwaite

Andy Postlethwaite

Andy has been an IT professional for more than 20 years. He has specialised in database management, data analysis and presentation.

He is skilled in the use of application software as well as web development concepts, standards and data security. Andy looks after all things technical at Newlann including our data capture site and reporting portal.

You can contact Andy directly with any tech related queries: andy@newlann.com.

Louise Wheeler

Louise Wheeler - Consultant

With more than 20 years’ market and business research experience, Louise worked as a Commercial Director of leading international research company GfK. Here she gained a detailed understanding of the commercial and not-for-profit sectors, working with everyone from board level to the shop floor and from operations to HR.

Louise is founder and director of Research Oxford focusing on market research, customer experience and business coaching particularly in the local authority, not-for-profit, community and social enterprise sectors.

Deborah Holland

Deborah Holland

Deborah has been a marketing professional since 2001 with a particular focus on communication. She previously ran branding and design agency SmithHolland Creative, managing the agency’s projects and copywriting for a variety of clients.

She came to marketing via fundraising and has considerable knowledge of the third sector and charitable organisations, such as Cardiff-based homelessness charity Llamau and the Royal Welsh College of Music & Drama. As Project Executive, Deborah looks after quality assurance for Newlann.