News and Media

In today’s rapidly-evolving marketplace, the need for brands to focus on their customer experience strategy cannot be overstated. React’s Jill Spencer and Amy Morgans explore the CX trends that should be on every business’s radar in 2022 – how can organisations gain and retain the trust of customers? And what role will bricks and mortar stores play in an increasingly digital world?

We are delighted to be able to let you know that ReactCX has joined forces with Proinsight Research Ltd, one of the most dynamic and fastest growing mystery customer services businesses in the UK. Together, we will apply our collective expertise in the measurement of...

Switched-on brands know that Christmas presents the perfect opportunity to attract and retain customers for the year ahead. And the savvier retailers have already identified that consumer behaviour will play out differently than it did last year, given the financial...

The UK retail sector is again investing more than £7 billion on advertising this Christmas, according to the Advertising Association and Warc Data, so it's critical that retailers ensure that the in-store customer experience lives up to the brand promise. “Retail...

In today’s rapidly-evolving marketplace, the need for brands to focus on their customer experience strategy cannot be overstated. React’s Jill Spencer and Amy Morgans explore the CX trends that should be on every business’s radar in 2022 – how can organisations gain and retain the trust of customers? And what role will bricks and mortar stores play in an increasingly digital world?

Since the pandemic hit, the world has moved from a period of disruption to one of evolution.  Operational strategies that were forced to change purely from a safety perspective have become the norm, and brands must understand - and invest in – a hybrid style of...

Fierce competition is driving a retail revolution, with brands relentlessly pursuing new ways to differentiate their offering and capitalise on today’s experience economy. However, whilst this innovation arms race is undoubtedly exciting, the unfortunate consequence...

Christmas is always an exciting time of year for retailers across the UK, presenting opportunities for brands to attract and retain customers for the year ahead. The more switched-on retailers have already identified that consumer behaviour will play out differently...

As I sit here, drinking what is my third coffee of the day (black, no sugar, if you're asking), my eye falls upon a bland-looking customer survey link printed at the bottom of my receipt. These feedback requests have become ubiquitous, with everyone from my dentist,...

According to research from Future PLC Brits will spend big on the run up to Christmas this year.  With nearly £200bn in accumulated lockdown savings, the majority of consumers plan to splash the cash on Black Friday purchases and Christmas gifts. The research...

Extract from our predictions PDF infographic. '2020 was a transformative year, with brands the world over becoming understandably absorbed in digitisation. However, it’s likely that there are simpler fixes available to businesses leaders that would have a...

These questions, and ones like them, are keeping business owners across the U.K. awake at night as they plan strategies to move out of lockdown (again) over the coming weeks. Businesses have spent much of the past ten months scrambling to adapt to extraordinary...

The Covid-19 pandemic has upended the U.K. retail sector. As the government stutters through its attempts to convince the public it’s safe to ease lockdown, the role of rebuilding consumer confidence will increasingly fall to individual retailers as they begin to...

The MSPA (Mystery Shopper Professionals Association) has awarded Elite Membership for the sixth consecutive year to React CX, the customer experience specialist. React CX is the only UK provider to have been received this six times consecutively. With over 450 members...

Broadgate, the 32 acre central London neighbourhood, has increased footfall by 3 per cent to some 64,000 visits per day, with help from data sourced through ReactCX mystery shopping, to further improve visitor experience. Broadgate is the largest pedestrianised...

Amy Morgans on millennials and the ‘Experience Economy’. 'Studies show that millennials don’t want to part with their cash for mere “things” like their parents do; their preference is to spend their hard-earned cash on something less tangible. They are looking...

Do you know how your customers will react to Brexit and your business will be affected? Is your post-Brexit customer experience plan ready to go? It’s not necessarily all gloom and doom. In fact, Brexit could put UK shoppers off buying from abroad over the internet,...

What Customers Really Want: iwoca Article To find out what’s important to customers, iwoca asked Jill Spencer, the president of Mystery Shopping Professionals Association (MSPA) in Europe/Africa, and chair of its Global Advisory Board, to outline the lessons...

With 23,000 shops expected to close in 2019, according to research by real estate advisers Altus Group, positive customer experience Mystery Shopping is essential to entice shoppers instore and away from online shopping. Here’s the thing: when making a purchase, 64...

In ever tougher market conditions, how can you be sure you can deliver a great service to customers, to keep them coming back more often and spending more? Many of the major retail and leisure companies I speak to think the answer has to be a technology-based solution...

I wanted to share with you the experience of 10,000 hours of mystery shopping activity so far this year. That’s the time React’s mystery shoppers have spent visiting shops, clubs, cinemas and other entertainment venues. Feeding back to me and our clients what works...

That feeling of being let down is rarely forgotten by you, me or any other consumer. Whether it’s a delayed flight, lost hotel booking, or a bad restaurant experience. This is peak time for the leisure sector as people take advantage of holidays and hot (we hope)...

A new survey of 2.1m customer interactions worldwide shows 79% received a smile from staff, 81% were greeted, while only 58% received an add-on sale suggestion last year. In the UK, 73% of customers received a smile, 75% a greeting and only 47% a sale suggestion. The...

Can the relentless downward trend in retail footfall be slowed or even stopped, as shoppers choose to shop online instead? Probably not: but individual retailers can still beat the trend. Here’s how: by providing a quality of customer experience that offers a level of...

Customer Experience is now the key battleground for consumers’ purses and wallets – 89% of companies surveyed by leading analyst Gartner this year say that CX will be their primary basis for competitive differentiation. So how can organisations like yours find that...

The UK retail sector is investing £5.6 billion on advertising this Christmas, according to the Advertising Association and Warc Data, so retailers must ensure that the in-store customer experience lives up to the brand promise. “Retail staff fail to meet the...

Is mystery shopping still relevant for your CX measurement and improvement programme in 2017? The evidence is it can be transformative for customer experience and the bottom-line for retail, entertainment and membership organisations in particular, and I’ll explain...

For the first time in 14 years, the UK has topped the international Smile rankings scoring 94%, just ahead of Greece, Puerto Rico and Russia with 93%. The Smile report provides a summary of more than 1 million answers by customers to questions on B2C sales...

Can the relentless downward trend in retail footfall be slowed or even stopped, as shoppers choose to shop online instead? The number of people out shopping in the UK in November dropped to its lowest level since the 2008 recession, retail...

Ref: ReactCX MSPA President The MSPA, Mystery Shoppers Professionals Association, has appointed Jill Spencer as President. She is a Director of ReactCX, a leading UK customer experience research specialist. The MSPA is the international association for the mystery...

The latest results of the Net Happiness Score survey of the MSPA (Mystery Shopping Professionals Association) Europe of 43,775 stores show a decline in the quality of employee engagement, with an average score of 31%, compared to 34% last quarter. The UK continues to...

This year, the customer is in the driving seat; more empowered than ever before - ready and willing to vote with their feet and their fingertips to determine the success or failure of our traditional high street brands. The 2019 customer is savvy. They are using...

The UK retail sector is investing more than £6 billion on advertising this Christmas, according to the Advertising Association and Warc Data, so it's critical that retailers ensure that the in-store customer experience lives up to the brand promise. “Retail staff fail...

Mystery shopping is unique. It’s the only technique in the CX toolbox that can objectively measure the end-to-end customer experience. Whilst customers can feed back based on sentiment, they don’t have the trained eye to provide that micro view that shoppers look for....

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...

"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 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...

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...