Telephone & Email

Telephone & Email

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.

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.