Customer service mystery shopping

All touchpoints

• Showing what happens when your customers interact with your staff
• Does the actual experience marry up with your intentions?
• Where and how you can make improvements?
• Develop benchmarks against which you can track change over time.
• Determine where you should focus your resources and training.
• Improve your image, ensure the best service experience for your customers and gain loyal advocates.

''Whether you are a small company or a multi-site hotel chain, this outstanding team can help. We have worked with Carole on many occasions from updating and improving our customer journey to having our website mystery shopped. The experience is centred on friendliness and a positive attitude. I have had experience of mystery shopping from all angles within a hotel chain and also through a large retail company and the data provided needs to be accurate. This is where Newlann shines. They do not provide you with just the good and the bad but actually go into depth in terms of how to build an action plan of improvements. This is their unique selling point that I have not experienced by anyone else.''

Charlott Fagergard, See No Bounds

Compliance mystery shopping

A fantastic tool for checking compliance

• Legal issues such as financial or care regulations
• Risk such as charter or complaint commitments
• Ethics such as discrimination or data protection
• Protection and safety such as food hygiene
• Avoid fines and reputational damage
• Better than internal audits which are normally overt and are therefore biased.

''Newlann Mystery Shopping carried out mystery shopping research into self service machines for us. I found Carole very easy to work with. She completely immersed herself in the project, was extremely collaborative, responsive to developments, and came up with many innovative and helpful solutions. We were very pleased with the results which were delivered on time and within budget. The findings played a central part in helping us to achieve key influencing goals.''

Annabel Barnett, Senior Policy Researcher, Citizens Advice

Sales process mystery shopping

Having a sales process doesn’t make you salesy, it just means you can make the most of buying potential

Do you know whether your staff are:

• Responding positively to queries
• Making the most of purchase signals
• Up selling where appropriate
• Using complementary selling

Competitor intelligence

Evaluating your competitors against your own standards

We can replicate your customers’ journeys in your competitors. Understanding where you sit in relation to your competitors helps you determine how to play to your strengths.