Ramsdens Project Description With more than 120 branches throughout the north east of England, Yorkshire, Scotland and Wales, Ramsdens is the largest Independent Pawnbroker in the UK. The results of mystery shopping are an integral part of our business and play a key role in staff reviews and bonuses. Our staff want to perform well and they know mystery shopping is there to learn from and it’s in place for a reason. Our staff have really bought into it and see it as an essential training tool. The great thing is, our staff don’t know when they are being mystery shopped, which for us, is the whole intention. Colin McLauchlin Commercial Director Colin McLauchlin believes video mystery shopping with Douglas Stafford has improved customer service at the Ramsdens stores. We launched a new trave

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