What if more of your customers spent more money more often?

Knowledge is power and understanding every facet of your customers' experiences is the key to unlocking more revenue and increasing loyalty

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.

How can mystery shopping elevate your customers’ experience?

Mystery shopping is a powerful tool which can help you improve the way your customers experience your business, product or service.

By identifying those areas in which you excel and those where there are opportunities to improve you can:

  • Increase your customer loyalty
  • Improve your reputation
  • Ensure you meet your compliance obligations
  • Tailor your training efficiently
  • Be better than your competitors
  • Celebrate your strengths and improve your staff engagement
  • (Ultimately) increase profit

Mystery shopping can tell you how closely your staff on the ground, on the phone or digitally are actually implementing your business vision.


We are expert mystery shopping providers, 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 are company partners of the Market Research Society and members of the MSPA (Mystery Shopping Professionals Association).

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