Kellaway Switches to Douglas Stafford Video Mystery Shopping

Portsmouth, United Kingdom (18th May, 2012) – Douglas Stafford, a leading provider of performance improvement solutions, including mystery shopping and customer satisfaction surveys, have provided Kellaway Building Supplies with video mystery shopping services.

South-west independent builders’ merchant Kellaway Building Supplies has recently moved from report-based mystery shopping to video mystery shopping, and is delighted with the results. Kellaway had been using report-based mystery shopping for a year prior to switching to Douglas Stafford and has noticed the huge benefits from the change.

Mike Burgess, Kellaway’s Group Training and Development Manager, said: “The quality of the information we’re getting from video mystery shopping, when compared to previous reports, is immeasurable.

“One of our core values is to be the merchant of choice for our customers, and we need to make sure that our performance matches our marketing message. We’ve found that video mystery shopping is the perfect way of measuring and improving the quality of service we offer our customers.

“The new system is not about catching people out; it’s about using the information we gather from it as a development and coaching tool. We want to develop our team and in turn improve our customer offerings.”

Douglas Stafford Account Manager Chad Robbins commented: “We’re delighted that Kellaway are benefiting from the video mystery shops and have found a more suitable mystery shopping solution with us. Video mystery shopping is one of the most cost-effective options available where value and results are considered, and is especially beneficial for businesses looking to proactively improve their customer service.”

Kellaway’s Mike Burgess concluded: “The partnership with Douglas Stafford is working very well. We’re really impressed by their professionalism and they offer a flexible and highly efficient service. I’d recommend them to anyone.”

For more information on Douglas Stafford and their video mystery shopping services, please visit 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.


Douglas Stafford Limited
1000 lakeside, Western Road
Portsmouth, UK
Zip: PO6 3EN

Tel: 02392 830011


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