Mystery Shopping Experts

Since 1989

For 30 years, Douglas Stafford have worked with many of the world’s most recognised brands to develop and improve customer experiences through Mystery Shopping, Brand Standard Audits and Evidence-Based Training. Understanding the customer journey and delivering the best customer experience is the route to increased revenue and customer retention, so let’s work together to develop yours!

Mystery Shopping & CX Improvement Strategies

As a leading mystery shopping company for over 30 years, our mystery shopping programmes are tailored to each of our clients needs and budgets. Evidence-based analysis mystery shopping through specialist video and audio is a great platform for improvement. Report based and online touch points create comprehensive analysis for development.


Brand standards and transactional pricing audits to measure consistency and brand equilibrium across your business


A cost effective ongoing programme that delivers evidence-based training workshops focusing on areas that improve CX and increased revenue.

“As a niche manufacturer, finding the right commercial partners can often be difficult. Right from my initial enquiry with Douglas Stafford, I was extremely impressed with the level of professionalism, and importantly, understanding of our unique products and services. Having now finished our pilot project, Douglas Stafford have delivered an outstanding programme to a tight deadline. Throughout the project, our Account Manager has been extremely helpful – ensuring that we were kept informed at all times. The project has resulted in some key learnings for us as well as our dealer network, that no doubt will pay dividends in the future.”

Jack Woodgate, Read More

“We have been working with Douglas Stafford 3 years now, providing our Mystery Shopping Programme for our Car sales and aftersales business.  This activity is essential to getting site by site insight into the customer experience across our network.  It has become such a critical business tool that it is now included within our annual business terms, performance against which can determine the level of bonus money earned.”

Holly Price, Read More

“Video mystery shopping highlights how well our team builds relationships with potential home owners, showing their passion and enthusiasm for the brand. The video aspect is key for tracking our top performers as well as giving us physical evidence of where we can make improvements.”

Maria Seed, Read More

“We are very pleased with the assistance and knowledge they have provided, along with the willingness to guide us in the development of our programmes, which has had a really positive affect on our current projects.”

Craig Mangnall , BMW Group United Kingdom