Mystery shopping provision and customer service training workshops UK

Mystery shopping is the key to understanding every facet of your customers' experiences

It’s often the smallest detail that might put a customer off, not just from making a purchase, but also from recommending you. At a personal level poor service is a place we all know intimately. So perhaps now’s the time to start digging a little deeper into your customers' preferences.

Mystery shopping allows you to identify those areas in which you excel and those where there are opportunities to improve.

Our customer service workshops elevate your staff skills aiming for amazing customer experiences

Our AWESOME training covers:

  • The environment and welcome
  • Engagement and emotion
  • Proactivity and ownership
  • Making the best of difficult situations

These are immersive sessions with action planning built in.


We are experts in customer experience based in Wales, and working across the UK

We have a wealth of experience in designing and implementing mystery shopping, providing actionable reporting and helping our clients improve their service levels. We have used this experience in designing our unique customer service training workshops.

We are company partners of the Market Research Society.

We have a large fieldforce of shoppers and our own bespoke allocation, data entry and reporting system which we would be delighted to demonstrate.

We believe that people should be front and centre of any business and that, only by treating customers and employees the way you would want to be treated, can you build long term trust and a great reputation.

''Newlann has provided an exemplary service to us for several years. I find them highly professional, adaptable and reliable. They always work collaboratively with us, are solution focussed, and constantly look to improve their service offering to us. It is a pleasure working with such a friendly, approachable and helpful company, which certainly makes my job a lot easier!''

Hannah Allard, Kent County Council

''This is our first time working with Newlann (it won’t be the last), and our first foray into mystery shopping too. Newlann came recommended to us and Carole has looked after us every step of the way, asking insightful questions which made us think about what we wanted to achieve. Everything was managed thoroughly and professionally, contact was maintained throughout the project and the findings were presented clearly, giving us all we needed to then take away and further deep-dive analyse the outcomes ourselves.''

Head of Brand and Marcomms, Mobility Industry

''It was a great pleasure to be working with Carole on the mystery shopping campaign. Her professionalism and experience are just outstanding. She delivered great value helping us to improve our service. We are deeply grateful, and we cannot wait to repeat the campaign next year.''

Alexandra Grozea, Care Home Group

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