Domestic & General is the UK’s leading provider of appliance breakdown protection, and has been a trusted provider of aftercare for domestic appliances or over 100 years.

Retail Active’s programme with Domestic & General has been specifically designed to test compliance and sales of their extended warranty and service plans in selected retailers across the UK, Portugal, Spain & Germany. Stringent regulations of the financial services industry meant that compliance checkpoints were critical to achieve across all retailers.

Retail Active created a bespoke mystery shopping programme to provide a clear understanding of how the service plans are sold by each retailer group and their staff . The programme was also designed to gain a clear understanding and measurement of the sales process within each retailer. From these results each retailer would have a focussed, clear training & development plan to work towards and improve against.

Through evolving the programme based on local needs and requirements, Retail Active developed our global reporting platform to enable a 48hr turnaround of results with  triggers to enable targeting of specific fails and immediate remedial action.