The importance of a first impression can never be understated. You only get one chance to make one, and a lasting impression has the potential to make or break your business.

A good impression can generate a positive brand image and lead to lasting client relationships and repeat custom. A poor impression can be near impossible to rectify and can prove gravely detrimental to your brand. As such, making a good first impression is vital to your business’ success.

For many businesses, first contact with potential customers is made through a telephone call. As the frontline of the customer experience, it is essential that all call-handling team members create an immediate positive impression and achieve their objectives when handling telephone calls.

At Douglas Stafford, we offer incredibly effective Telephone Mystery Shopping services for assessing the quality of service provided by your call-handling team members. A well-planned Telephone Mystery Shopping programme can provide your team with the tools to improve performance, allowing you to assess your staff’s performance, to measure what works, and to see where improvements can be made. It’s unbiased, honest and effective. 

As well as Telephone Mystery Shopping, Douglas Stafford offers video, electronic and report-based Mystery Shopping, allowing you to get an insight into your team’s sales performance and customer service levels through these areas. We offer all of our clients fresh new ideas and services to benefit their business to provide their customers with the 5-star service that we all look for and to make a lasting impression that counts.

Working with many of the world’s most recognised brands for 30 years, Douglas Stafford has grown and developed into one of the UK’s leading Mystery Shopping providers. Utilising the data we collect can help you improve your company and increase customer satisfaction. For more information about our Mystery Shopping services and to find out how we can improve your company, email us at, or call us on 02392 830 011.