Ramsdens Case Study
With more than 120 branches throughout the north east of England, Yorkshire, Scotland and Wales, Ramsdens is the largest Independent Pawnbroker in the UK.
Ramsdens was established in 1987 in Stockton on Tees and is the proud sponsor of Middlesbrough Football Club.
The results of mystery shopping are an integral part of our business and play a key role in staff reviews and bonuses. Our staff want to perform well and they know mystery shopping is there to learn from and it’s in place for a reason. Our staff have really bought into it and see it as an essential training tool. The great thing is, our staff don’t know when they are being mystery shopped, which for us, is the whole intention.
Colin McLauchlin
Commercial Director
Colin McLauchlin believes video mystery shopping with Douglas Stafford has improved customer service at the Ramsdens stores.
We launched a new travel money card to compliment our bureau de change service, increasing the ATV. The way in which we sell the product is by specifying a number of questions the customer should be asked to identify their need for the money travel card. Video mystery shopping showed us there were areas we could improve on. Using the results has allowed us to address these areas and improve our customer service levels. We have seen a huge difference in the number of money cards that have been sold by studying the results of the video mystery shops carried out by Douglas Stafford.
Colin McLauchlin
Commercial Director
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