In-store

In-store

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.

Case Studies

Mystery Shoppers go Undercover at Heathrow Airport

Caterer Eurest Aviation is using ‘mystery shopping’ to monitor and drive service standards within the 22 catering concessions that it operates at Heathrow Airport. The company serves some 76,000 airport and airline staff and contractors and has achieved a 7 per cent...

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...

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...

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...

Whether paper-based or electronic, face-to-face, online, telephone or internet based, React can deliver. Get in touch to see how we can help.