Carole is a mystery shopping practitioner and customer service consultant with experience across all sectors. More recently, she has specialised in the public services, tourism, heritage, retail and not-for-profit sectors.
Carole is founder and director of Newlann Mystery Shopping, a specialist mystery shopping and performance management company. She was a board director for GfK Mystery Shopping, a global market leader, for almost 20 years where she led client servicing teams in the retail, transport, public services and financial services sectors. Her expertise lies in drawing out actionable insight that enables clients to improve customer service and operate more efficiently.
Carole has an MSc in Economics from the School of Oriental and African Studies (University of London). She is a certified member of the Market Research Society and a member of WiRE (Women in Rural Enterprise). In her spare time Carole enjoys country walks and is trying to learn piano.