Our bespoke Customer Experience programmes continue to help companies in the automotive, retail, leisure, financial, travel, property and telecommunications industries improve their levels of  customer service.

About Us

Douglas Stafford is the largest niche market specialist, Mystery Shopping and Performance Evaluation company in the UK.

Working with many of the world’s most recognised brands for over 29 years, Douglas Stafford has become the market leader in the provision of Performance Improvement Analysis, covering a wide variety of channels that fit most budgets and requirements.

With a Head Office Project Management team of over 115, along with a national team of Researchers, Auditors and Trainers, Douglas Stafford is well-equipped to develop a bespoke Performance Improvement Programme for your organisation.

Douglas Stafford has a Quality Management System in place inline with the QMS standard, ISO 9001 and was certificated in November 2011 with regular independent audits for compliance.

ISO 9001 provides existing and potential clients with the reassurance that they are dealing with a company which has placed itself under independent scrutiny, and that has been externally audited and confirmed by BSI British Standards as having policies and procedures in place which enable the delivery of consistently high standards of service and products.


Our Current Projects

Video Mystery Shopping 90
Report Based Mystery Shopping 95
Electronic Mystery Shopping 85
Telephone Mystery Shopping 75

Our Awards


Special Achievement Award 2011
Car Dealer Power Magazine
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Best Training Provider 2013
Car Dealer Power Magazine
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Team of the Year 2014
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Business Excellence Awards
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Business Excellence Awards
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“I would have no hesitation in recommending Douglas Stafford to Dealers who want to test and improve their customer service.

As our results show, by working closely together to develop an effective way of testing customer delight, a positive outcome can be achieved.”

Jimmy Young , Vertu Motors
“I thoroughly enjoy working with the team at Douglas Stafford. Every meeting is productive and the team has embraced Honda as much as we have embraced the Douglas Stafford team – it’s teamwork all the way. I would recommend Douglas Stafford in a heartbeat!”
Holly Price, Honda UK

Douglas Stafford has delivered great mystery shop programmes for Audi UK throughout the years; the level of professionalism, knowledge and communication have enabled successful programmes to be delivered, providing valuable insight and information.

Maria Mattos, Audi UK
“Douglas Stafford have been very flexible and allowed us to be creative and use the Video Mystery Shopping in a very different way. They’ve been absolutely brilliant in ensuring that we get exactly what we want out of this project and this innovative approach works incredibly well for Vodafone.”
Claire Barron, Vodafone

“The service provided to us by Douglas Stafford is without compromise, which is no small achievement in a very niche market. General support, administration and guidance is also of the same high standard as the physical and telephone shops themselves. Douglas Stafford have always delivered their promises in full and have added value in a way only a true business partner can.”

Mark Spiller, Kawasaki
“I found Douglas Stafford’s account team extremely friendly and accommodating to our needs as well as providing a fantastic, quick, yet professional service.”
David Jones, Fitness First

I am extremely impressed with the service you have offered from start to finish, and likewise our dealers have learnt a lot from the experience.

Jack Woodgate, Caterham Cars

Evidence-Based Customer Insight programmes are a unique way of measuring and monitoring the level of customer service provided by your frontline teams. Using on-site, telephone or website evidence-based assessments, you can observe how your team members are interacting with your customers.

For more information please contact us today!