React Customer eXperience

Our strength is our people, their passion, their knowledge and their experience…

React Customer eXperience

Our strength is our people, their passion, their knowledge and their experience…

React Customer eXperience

Our strength is our people, their passion, their knowledge and their experience…

React Customer eXperience

Our strength is our people, their passion, their knowledge and their experience…


Mystery Shopping

Gain a clearer understanding of your customer’s experience

Customer Satisfaction

Cost-effective methodologies and actions for improvement


Instore Audits

Analysis of pricing, POS, availability and cleanliness.

React Customer eXperience

Connecting you with your customers

We are a market research consultancy, specialising in the measurement of customer experience. Based in the UK, we work with our clients to help them understand and measure what happens when their customers come into contact with their brand.


Having worked with Amy, Jill and the team over the last 12 months I have found them to be absolute first-class partners to our business. The insight and reporting delivered all we asked for and more, supported by a positive and ‘can do’ approach that has created a truly collaborative approach and relationship. Experts in their field and a pleasure to work with!

Michael Hargreaves, Marks & Spencer

React helps us measure each cinema’s performance and identify areas for further improvement. It’s very useful in managing the business; we can focus on areas where we need to improve, whether it’s an issue of compliance, an operational process or a specific area of customer skills for cinema staff.

Kelly Drew, Regional Manager of Cineworld Cinemas

React represents a very useful tool to help mitigate risks in the retail process that might otherwise go undiscovered. The audits ensure staff are conscious of how they come across to customers. We can also quickly target stores or specific retail processes for attention if we need too. As a result of the success of our retail operations, we’ve opened 16 new shops last year and grown the business by over 7 per cent annually.

Patricia Cook, Retail Support Manager of the Children’s Society

React’s mystery shopping programme provides Cash Converters with highly valuable data for customer service performance analysis. Jill and her team are dedicated to understanding our business, how we work, and the standards we set. Since working with them, we’ve consistently seen positive outputs, including increased customer loyalty across the UK. React CX adds genuine value to our everyday operations, and we’d certainly recommend their services.

Cash Converters

Jill and Amy were great from the start of the project understanding the brief and adding their expertise to shape the programme. Results were presented promptly and clearly throughout enabling swift action where necessary. Really great engagement and a pleasure to work with.


React’s service is very good; we’ve had lots of support in setting up the programme and the work has been completed quickly, sometimes at very short notice. React is responsive and helps to clarify what can be a complex operation at times, developing a detailed survey and reporting programme aross so many outlets.

Morrisons Supermarket

React are a key partner of Seasalt working alongside us to evolve our service proposition across our sales channels in a considered and supportive manner. Jill is collaborative, an expert in her field and really understands our strategic objectives. The React team work closely with our area and store managers to drive improvement and consistency in our service model. The quality of feedback provided by the React field team is excellent and their reporting gives us the insight we need to drive continual improvements.

Director of Retail, Seasalt

Latest News

Analysing Charts for CX Trends 2022

2023 CX Trends

2023 is already shaping up to be transformative, with the decisions made by brands during this pivotal period determining whether they will dominate or diminish in the coming years. What is clear is that the consistent delivery of excellent customer experiences will...

ReactCX sets course for sustainability and growth

We are delighted to be able to let you know that ReactCX has joined forces with Proinsight Research Ltd, one of the most dynamic and fastest growing mystery customer services businesses in the UK. Together, we will apply our collective expertise in the measurement of...

6 Trends for a Very Merry (C)Xmas

Switched-on brands know that Christmas presents the perfect opportunity to attract and retain customers for the year ahead. And the savvier retailers have already identified that consumer behaviour will play out differently than it did last year, given the financial...

Poor Service Limits impact of Christmas Advertising Campaigns

The UK retail sector is again investing more than £7 billion on advertising this Christmas, according to the Advertising Association and Warc Data, so it's critical that retailers ensure that the in-store customer experience lives up to the brand promise. “Retail...
Analysing Charts for CX Trends 2022

2022 CX Trends

In today's rapidly-evolving marketplace, the need for brands to focus on their customer experience strategy cannot be overstated. React’s Jill Spencer and Amy Morgans explore the CX trends that should be on every business's radar in 2022 – how can organisations gain...
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Man vs. Machine: Customer Experience 2022

Since the pandemic hit, the world has moved from a period of disruption to one of evolution.  Operational strategies that were forced to change purely from a safety perspective have become the norm, and brands must understand - and invest in – a hybrid style of...
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Back to Basics: The Politeness Problem

Fierce competition is driving a retail revolution, with brands relentlessly pursuing new ways to differentiate their offering and capitalise on today’s experience economy. However, whilst this innovation arms race is undoubtedly exciting, the unfortunate consequence...
Christmas High Street for Discussion on Retail Trends

It’s a Wrap! 5 Retail Trends to Give You a Competitive Advantage this Festive Season

Christmas is always an exciting time of year for retailers across the UK, presenting opportunities for brands to attract and retain customers for the year ahead. The more switched-on retailers have already identified that consumer behaviour will play out differently...
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CSat: Mainstay or Cliché?

As I sit here, drinking what is my third coffee of the day (black, no sugar, if you're asking), my eye falls upon a bland-looking customer survey link printed at the bottom of my receipt. These feedback requests have become ubiquitous, with everyone from my dentist,...
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Brits to spend big this Christmas: Is your business ready?

According to research from Future PLC Brits will spend big on the run up to Christmas this year.  With nearly £200bn in accumulated lockdown savings, the majority of consumers plan to splash the cash on Black Friday purchases and Christmas gifts. The research...