Improve Customer Satisfaction and Loyalty with Mystery Shopping
Get better Customer Experience (CX) and a clearer understanding of where your frontline is under performing.
Our Mystery Shopping Services
In-store Visits
Objective assessment of the end-to-end experience from you frontline staff.
Telephone & Web Chat
Get feedback on the telephone and email performance of your frontline.
Sports & Other Events
Evaluate the success of your event, by experiencing it just as a genuine customer would.
Want to know more? Good Choice.
The Six Pillars of Customer Service
Customer Service Skills
Do staff ‘go the extra mile’? Is the opportunity taken to make the customer’s day more pleasant and to encourage them to return? A smile can make all the difference.
Operational Procedures
Are processes followed? Whether till disciplines, product wrapping, building customer databases, or use of loyalty cards, there are a range of activities which can be used to build business if followed.
Promotional Support
Do staff use promotional activity and POS actively, using the marketing spend to build sales and loyalty?
Sales Skills
How well staff follow their training, whether they actively seek trade or passively wait for customers to buy.
Security Compliance
From evidence of sweethearting, to incorrect use of the till, cash and receipt handling and refunding, all can contribute to shrinkage and lost profits. All can be detected by mystery Shoppers.
Merchandising Support
Are products displayed correctly, and correctly priced? Is POS up to date and correctly displayed?
How well is your frontline really performing?
Whenever customers come into contact with your frontline team – whether face-to-face, by telephone or website – there is an opportunity to cement a customer relationship, or to destroy it. Business owners and senior managers hope that their staff are following procedures and service training, but cannot be there to oversee them all the time. Customer Feedback has a role to play but an independent, objective view on actual performance can be so much more powerful. A high quality Mystery Shopping Programme will assist organisations in gaining a clearer understanding of their customer experience, and how to action plan for improvement.
Mystery Shopping can add value to any business that involves interaction with customers, regardless of sector and channel. It can be used to investigate a wide range of disciplines at both an operational and strategic level, to measure the success of training programmes, sales/marketing initiatives or as a constant temperature check of the end-to-end customer experience. No other research methodology can claim to offer objective feedback on performance at every level of an organisation, or to have the potential to add value across so many key support functions.
ReactCX Customer Experience Case Studies
Shopping & Leisure Estate ‘Knowledge is Power’
ReactCX designed a mystery shopping CX programme to measure the customer experience against agreed criteria and standards; GAP analysis of CX performance and delivery against targets; and then design of customer service and sales training programmes to promote optimal...
Mystery Diners support Morrisons Supermarket Café Experience
Morrisons supermarkets have commissioned React CX for a series of independent reviews to assess its 399 in-store cafés, to support the standards of customer service which helped it win the 2015 UK Quality Food and Drink Awards. The survey and reporting process has...
Surveys give Cineworld Cinemas the Big Picture on Customer Service
‘Mystery shopping’ and on-line surveys for mobile devices – which generate over 400 responses from customers daily – have helped Cineworld Cinemas’ expansion programme, with the number of cinemas increasing to 82 from 71 when the programme started in 2005. Cineworld...
Our Process – How it works
Step One - Understand
Understand objectives and create a questionnaire to meet them.
Step Two - Evaluate
Evaluate experience designed vs experience delivered.
Step Three - Act
Create an action plan to address gaps/problem areas.
Want to know more? Good Choice.
The Value of Mystery Shopping. And why it’s crucial for superior Customer Experience.
Store Visits
The majority of clients approach us to commission a programme of traditional in-store visits. In many sectors, the in-person channel continues to be the embodiment of the brand, and central to a multichannel strategy.
Our highly skilled and dedicated team of Mystery Shoppers will visit your stores and objectively assess the performance of the frontline teams versus pre-agreed criteria. Our shoppers’ mission will vary according to your overarching objectives, they are able to evaluate the end-to-end experience, or look at specific elements of the experience (e.g. marketing or training initiatives) in order to feedback on the issues that matter to you.
As with all our programmes, results will be made available to you through our industry-leading online portal, which will be customised to meet your exact requirements.
Telephone, Web & Chat
Telephone and web-based Mystery Shopping has become more popular in recent years, as the importance of the contact centre has increased in relation to brand representation. Regardless of the structure of your organisation, telephone and email enquiry handling both have a key role to play in strengthening your brand reputation. Be that in terms of complaint handling or day-to-day response to general queries.
At React, our specialist team of callers and evaluators can provide you with feedback on the telephone and email performance of your frontline by providing you with qualitative and quantitative feedback in line with your programme objectives. Our approach towards telephone & web Mystery Shopping depends upon both your specific objectives and internal capabilities. We are able to either make calls ourselves to a set of scenarios that you wish to focus on, or use your recorded genuine customer calls and evaluate performance of these against your customer service standards.
As with all our programmes, results will be made available to you through our industry-leading online portal, which will be customised to meet your exact requirements.
Sports Events
At React, we share a great love of sport. Whether it be racing at Ascot, watching Everton playing (and usually losing) at Goodison Park, cheering England on at Twickenham, or celebrating another Ashes victory at Trent Bridge, our sporting passion is what unites us as a team of people outside our business connection.
As a natural extension of this, we have a great deal of experience in Mystery Shopping sporting events, both in the UK and further afield. Our dedicated shopper team will evaluate the success of your event, by experiencing it just as a genuine customer would, and feeding back versus your expectations. Learnings can be shared with your entire events team, and action planning can take place to address any disappointments before your next event takes place.
Our Mystery Shopping and exit survey research techniques have been successfully utilised in tandem by our clients to help drive event-on-event improvements.
As with all our programmes, results will be made available to you through our industry-leading online portal, which will be customised to meet your exact requirements.
Music, Charity & Other Events
It’s not just sporting events that we love to be involved in. At React, our team of event fanatics are waiting to help you improve the customer experience at your next event.
There are no limitations in terms of which events we can support you with. From large venue music concerts to all manner of charity events nationwide – we will provide insight on the experience of your customers in an easy to interpret, actionable format.
As is typical of all event experiences, our Mystery Shopping and exit survey research techniques have been successfully utilised in tandem by our clients to help drive event-on-event improvements. Results will be made available to you through our industry-leading online portal, which will be customised to meet your exact requirements.