What We Do
We are a market research consultancy, specialising in the measurement of customer experience. Based in the UK, and part of the Lodge Service International group of companies, we work with our clients to help them understand and measure what happens when their customers come into contact with their brand.
Acknowledged experts in the field of customer experience, we not only work to develop the most effective research programmes for our clients, we seek to help make the fullest use of the information we generate.
Testimonials
Latest News from React
The React Management Team
Our strength is our people; their knowledge and experience, and their dedication towards delivering
the highest levels of customer care.
Nicky Barrell
Managing Director
Jill Spencer
Associate Director
Nicky Barrell
Managing Director
Jill Spencer
Director
Karen Webber
Nicky Dover-Johnston
Rachel Norris
Amy Morgan
Jules Gray-Steele
Diane Morgan
Sophie Stokes
Nicky Barrell
Nicky set up React over 25 years ago, as a Division of Lodge Service International, and today we are the longest established provider of Mystery Shopping operating in the UK. Nicky built React on the principles of sound ethics, strong client relationships, and high standards of quality control which all lead to the delivery of highly credible programmes with actionable outputs. Nicky is a much respected voice across the industry, and regularly acts as an industry spokesperson when called upon to do so by the UK media (TV, radio and press).
Nicky and Jill head a team of extremely capable and passionate Account Managers, Executives and Administrators, all of whom are dedicated to providing our clients with the information they require to move their service delivery forward and help support business growth. The team are extremely proud to be the only UK Mystery Shopping provider to receive Elite Member status from MSPA in 2016, 2017, 2018, 2019, 2020 and 2021.
Jill Spencer
Jill was President of MSPA (Mystery Shopping Professionals Association) Europe/Africa from 2017-19, and now sits as Chair of the Global Board. She has worked as a mystery shopping service provider at senior level since 2000, having previously earned a strong reputation for expertise in the Customer Experience arena whilst working in varied and challenging roles for blue chip retailers. Over the past 20 years, her core objective has been to raise the profile of customer service in business. It is a testament to her passion and commitment for the subject that the companies Jill has worked for, and in partnership with, now place customer service at the very top of their boardroom agenda.
Her more recent work focused largely on the engagement and education of frontline workers. By raising the level of understanding that the frontline has – and providing clear leadership and direction relating to individual and team goals – a more engaged work force has evolved, as well as a clear movement from a ‘task focused’ to ‘customer centric’ work ethic. Of specific interest at board level, the work also identified clear correlations between higher engagement levels and stronger sales performance across the client organisations that Jill worked with during this study.
Jill has written a series of case studies on the value of mystery shopping, including some high profile return on investment work, and has had several articles published on this subject. She is widely acknowledged as an industry expert, and has spoken at conferences throughout the world on the topic of Customer Experience.
Away from work, Jill has a passion for sports and travel, and her Fantasy Football prowess is legendary!
Nicky and Jill head a team of extremely capable and passionate Account Managers, Executives and Administrators, all of whom are dedicated to providing our clients with the information they require to move their service delivery forward and help support business growth. The team are extremely proud to be the only UK Mystery Shopping provider to receive Elite Member status from MSPA in 2016, 2017, 2018, 2019, 2020 and 2021.
Over 20 years of experience…
Established in 1994, React has gone from strength to strength, with our reputation as a leading provider of high quality Mystery Customer Services resulting in referrals that have served to increase our client base in the UK and expand into the global marketplace.
Unlike most of our competitors, everything that React does is tailored to the individual needs of each client. Our business has grown largely through referral, with clients happy to recommend us to others on the basis of their positive experience. We are extremely proud of our success, but we will never rest on our laurels. We have been awarded Elite Status of MSPA Europe, the only independent UK supplier to have been granted this accolade.
React operates internationally…
We are able to offer full global coverage, and regularly manage Mystery Shopping programmes spanning several continents.
Case Studies
Trusted Partners
Trusted PartnersBased in the UK, REACT operates internationally by using our network of trusted partners across the globe. All of our partners are known to us personally, and have been selected from MSPA member companies.