News & Views

Is your website working for your customers?

Sometimes we can get too close to our websites. Mystery shopping evaluations allow you to get a customer perspective:

Is your website working for your customers?

Impact of Digital

Does the increasing use of automated services mean that customer service skills are not as important as they used to be? We don’t think so. Read our views here:

How does digital impact on customer service?

Using Self Service Machines

Citizens Advice have published their report on self service machines in post offices following the fieldwork and analysis Newlann did in early 2018.

If you’re interested in how self service machines change the service dynamic and how different groups of consumers use them, have a look at the report here:

Help Yourself? Current and future use of self service at post offices