Newlann Mystery Shopping

We help organisations evaluate what it feels like to be a customer and what effective actions can be taken to improve the customer experience.
You may have designed systems and strategies to make your business work efficiently, but do you know what it actually feels like to be your customer? How easy or difficult is it to get hold of you? Can your staff answer your customers’ queries? Is your fulfilment working as it should? How well do your staff relate and engage? Mystery shopping is a really powerful tool which can help you improve the way your customers experience your business, product or service in so many ways. By identifying those areas in which you excel and those where there are opportunities to improve you can:
- Improve your customer satisfaction
- Increase your customer loyalty
- Celebrate your strengths and improve your staff engagement
- Improve your reputation
- Ensure you meet your compliance obligations
- Tailor your training efficiently
- Be better than your competitors
- (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.
At the end of the day, humans dictate whether you succeed or not!