Portsmouth, United Kingdom (27th September 2012) – Douglas Stafford, a leading provider of performance improvement services, including mystery shopping and customer satisfaction surveys, has been signed up by leading motor group Vertu Motors Plc to implement their customer satisfaction index (CSI) in order to help improve customer experience throughout its dealerships.
Vertu Motors, which is based in Tyne and Wear, have 81 locations across the country and an annual turnover of around £1bn, making them the 9th largest automotive retailer in the UK. Douglas Stafford is working closely with the company to provide feedback on customers’ opinions and responses alongside the company’s own CSI programmes.
Douglas Stafford provide a wide range of performance improvement services, including mystery shopping, customer research, training, and a customer contact centre service.
Shaun Gallagher, Sales Director for Vertu Motor Group, commented: “Our whole ambition is to create raving fans of our business. To do that, we need the support of a third party. Douglas Stafford efficiently and effectively reports back to us on a timely basis the outcomes of our customer service.
“We work closely with Douglas Stafford and also have a red alert system set up. If a customer highlights any problem then Douglas Stafford notifies the general manager of the dealership with a red alert and we ensure that the customer’s concern is looked into straight away. Recent surveys have shown that 96.4% of customers are willing to recommend us to friends and family, so we do see a tremendous amount of recognition for the services that we provide and Douglas Stafford has helped us to identify this.”
For more information on Douglas Stafford, please visit http://www.douglasstafford.com or call 02392 830011.
About Douglas Stafford:
Douglas Stafford has been providing clients with performance improvement programmes for over 21 years, specialising in mystery shopping, market research, training and innovative tele-sales programmes. They have built up a wealth of expertise in this specialist field and are continually looking for new ways to provide benefits to clients.