Case Studies

    Providing an excellent customer experience is critical to us and our dealer partners. We use a blend of different mystery shopping approaches, but video mystery shopping in particular, is a very valuable tool for us.

The mystery shopping programme highlights the areas where we need and want to improve the experience we provide and forms a core component of our network training curriculum.

Douglas Stafford run a dedicated dealer training workshop, which comprehensively runs through the mystery shopping process, including de-briefing the information and motivating staff to use mystery shopping as a learning tool.

Steve Whitcombe
Head of Network Quality & Training
Renault UK

    Steve continued: "Our business has changed and we have had great support from Douglas Stafford during those changes. If we ask for any development with new systems and reporting, Douglas Stafford are always happy to do that."

We have regular meetings and telephone updates. It’s a very good open working relationship between our companies and there is a lot of communication.

The relationship between Renault UK and Douglas Stafford has come a long way over the years and has gone from strength to strength.

Steve says he would have no hesitation in recommending Douglas Stafford.

If anybody asked me who to use for mystery shopping, I would definitely recommend Douglas Stafford - they offer good value for money.

Steve Whitcombe
Head of Network Quality & Training
Renault UK