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Lexus renews mystery shop service

Lexus has renewed its deal with Oxfordshire-based Retail Active to continue mystery shops to monitor quality and brand standards at its 52 showrooms in the UK.

The Japanese brand had first appointed Retail Active in Q2 of 2008 but was happy with the improvements facilities management and brand representation.

Iain McCall, Lexus network development UK manager, said: “A year on, the programme continues to go from strength to strength. The audit team quickly gained credibility with our centre managers and as a consequence, tangible improvements in facilities management and brand representation has been made.”

Julian Chamberlain, Retail Active’s director, said: “In the current economic environment, this is a very important strategic move by Lexus.

“Astute companies realise that top quality standards are an essential ingredient in their continued success. Too many companies think they can cut costs by reducing their levels of quality and presentation. This is false economy. Keeping customers happy and winning over new ones has never been more important.”

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