We provide evaluations of customer service, sales processes and compliance for organisations who want to understand and measure levels of performance as well as improve levels of customer satisfaction. We do this by objectively assessing the customer's experience at the point of interaction, identifying where and how improvements could be made and comparing results at various levels (such as across regions or teams) in order to understand strengths and weaknesses and establish ‘best in class’ performances which can be used and shared as best practice examples.
We specialise in mystery shopping and customer service and compliance consultancy.
Newlann was set up by Carole Arvanitis – previously with GfK Mystery Shopping. Carole has designed numerous mystery shopping programmes across many sectors – working closely with clients to understand their operations, develop scenarios which replicate typical customer experiences and using the results to report back to management as well as grassroots staff. In recent years, Carole has focussed on public sector, retail, tourism, heritage and third sector.
Carole is a post-graduate in Economics and is a certified member of the Market Research Society (MRS).
What sectors do you most often work in?
- Charities & Not-for-profit
- IT (inc Ecommerce)
- Grey market
- Entertainment, leisure & travel
What are the main types of research/research specialisms you conduct most often?
- Mystery shopping
- Recruitment and Fieldwork
- Data Processing & Reporting
What regions within the UK do you cover?
- South West England
- Northern England
- English Midlands
- London/South East England
Where are your offices in the UK?