Douglas Stafford named as mystery shopping and customer experience provider for Honda UK
By Jamie White – Head of Communications
Mystery shopping and performance improvement specialist Douglas Stafford is delighted to announce a new partnership with one of the world’s leading motor manufacturers – Honda UK.
The partnership will see Douglas Stafford monitor, analyse and help improve levels of customer service by providing a nationwide mystery shopping and performance coaching programme across Honda UK’s network of car dealers.
Honda is a brand known throughout the world, with the company recognised as a leading global automotive manufacturer with millions of customers. In the UK, Honda has 191 car dealerships, selling a range of models including the British built Jazz, Civic, CR-V and new Civic Tourer.
Douglas Stafford Operations Director, Ben Sargeant, said: “It’s fantastic to win a contract with a team that is so forward-thinking and dynamic. Honda UK recognises that our products can help achieve its overall customer satisfaction goals and objectives, and ensure its dealer network performs to the highest standards while providing a level of customer service to match.”
Douglas Stafford – which has its head office at Lakeside North Harbour, Portsmouth – will use a range of bespoke mystery shopping approaches, including Video Mystery Shopping, Telephone Mystery Shopping and Email Mystery Shopping. The end result is to boost customer satisfaction levels, followed by increased sales.
Holly Price, Manager – Dealer Development Programmes, Honda UK, said: “A key factor for us choosing to work with Douglas Stafford was how quickly they grasped an understanding of our business and business needs. Their breadth of experience across our own industry, as well as many others, is very impressive and exactly the expertise we need to drive true performance improvement.”
Honda, named as the UK’s most reliable car manufacturer by What Car? and Warranty Direct for eight consecutive years, recently launched a new comprehensive five-year aftercare package, available with all new Honda purchases.
Alongside the mystery shops, Honda UK management will use Douglas Stafford’s leading online portal DSInsight® to review results and report on performance with benchmarking statistics, while advanced performance coaching will help enhance the team’s skill set.
