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 is the first time that a service provider in this country has achieved elite status. It provides additional reassurance to retailers looking for an accredited supplier.
With over 450 members worldwide, the award by MSPA is to members who contribute towards the promotion of the mystery shopping industry.
UK shop prices fell by 2% year-on-year in February, the 34th successive decline following January’s 1.8% fall according to the BRC: it has never been more important for retailers to fully and frequently update their understanding of the customer’s experience.
This is to identify and measure the ‘stress points’ in the buying process that require extra attention to improve service and support the brand with ever more discerning shoppers.
The ease and convenience of shopping online means that ‘bricks and mortar’ retailers must be more vigilant as to the needs and preferences of shoppers. Each aspect of the retail experience must be constantly tested – from entering the store, to selecting goods, asking for help from staff, to paying for and returning items.
Mystery shopping can be organised on a regular, periodic basis or to address specific service concerns – or to support new premises, promotions and changes in shop practices and processes.