What We Do

What We Do

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 to make the fullest use of the information we generate.

AMESBURY, BUCKINGHAM. OLDEST TOWN MYSTERY SHOPPED IN UK.

COLOSSOS, HEIDE PARK. TALLEST WOODEN ROLLER COASTER RIDE MYSTERY SHOPPED.

YEARS OF MYSTERY SHOPPING EXPERIENCE AT REACT.

POPULATION OF WELLS, SOMERSET. SMALLEST CITY MYSTERY SHOPPED IN UK.

Latest News from React

MSPA Appoints Jill Spencer as Global Chair in ‘Year of the Customer’

The Mystery Shopping Professionals Association (MSPA) has appointed Jill Spencer as Global Chair. She is Associate Director of React CX, the UK customer experience specialist and has launched the ‘International Year of the Customer’. MSPA represents the worldwide...

Why the Best Customer Experiences are Chalk & Cheese

Golf and cocktails. Bingo and clubbing. Museums and parties. When you combine your current customer experience with something new and novel, great things can happen. Whether you’re a retail, leisure or membership manager: let’s look at the best strategy to achieve...

What Customers Really Want – But Won’t Tell you

Henry Ford once said allegedly: “If I had asked my customers what they wanted, they would have told me a faster horse.” ‘Listen to your customers’: it goes without saying. But are they always telling you everything you need to know to win more customers, more...

2017: Customer Experience Critical to Retail Success

Will consumers in 2017 continue to move their spending from products to experiences? Retail Week reports a Visa survey that shows spending at hotels, restaurants, bars and pubs rose by 6.9% in 2016, with recreation and culture spending up by 6.5%. This growth exceeded...

Mystery Shopping for Profit at Polarn O. Pyret

Mystery shoppers can directly contribute to better customer service levels resulting in increased sales, says Polarn O. Pyret. The Swedish retailer of babies and children’s clothing uses the services of customer experience specialists React CX to develop and support...

Brexit: What will happen to Customer Spending?

Shoppers seem determined to spend at any price. They put £20 million a day on credit cards. We’ve seen the fastest rate of increase in borrowing for 11 years, at 9.3%. Brexiteers point to a bounce back in (ONS) sales figures: after poor results in December and...

The Children’s Society boosts Gift Aid funding with Mystery Shopping

The Children’s Society has improved compliance with the Gift Aid scheme by its 97 stores to further increase its £8 million annual revenue to fund support services that help vulnerable children in England and Wales. The charity appointed React in 2014 to assess each...

React joins the Elite…

The MSPA (Mystery Shoppers Professionals Association) has awarded Elite Membership to React, a leading customer service research specialist. The award has particular significance for UK retailers, entertainment venues and other users of mystery shopping services: this...

Jill Spencer – MSPA Europe conference 24-26 May 2016

"The Economy of Credibility – The link between Trust and Profit" -During this session, Jill will examine the importance of credibility - to the Mystery Shopping industry as a whole, and at individual business level. She will discuss the issues that we face, and...

The value of Mystery Shopping in the Big Data age

As technology continues to develop at a rapid pace, an ever-growing number of customer feedback opportunities are within reach of the majority of businesses. In the age of Big Data, it’s become common-place for businesses to glean real-time information about the...