< Find a research consultant

Director, Newlann Mystery Shopping


A dedicated mystery shopping provider with a large UK field force. Mystery shopping tells you what’s really happening when your staff interact with your customers so that you can achieve service excellence and build long-term trust and loyalty.


We have a wealth of experience in designing and implementing mystery shopping, providing actionable reporting and helping our clients improve their service and compliance 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.  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.



There’s nothing that gives me more pleasure than seeing a client’s business thrive after we’ve unearthed some customer insight that’s been holding them back.  And since the day I started Newlann in 2014, I have loved watching businesses, both large and small, thrive, by understanding their customers better.  I worked for 20 years as a divisional director at Gfk Mystery Shopping and I gained experience in other market research agencies as well as at the sharp end in retail.  I’m also a certified member of the Market Research Society (MRS).