We have experience of measuring customer service in the following sectors:
''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
''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
Do you know whether your staff are:
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.