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 performance.

Results: One percent increase in visitor footfall across the £1 billion plus retail and leisure estate over an 18-month period. Also measurable increase in sales performance for retail and entertainment occupiers.

Background: The challenge was to ensure fast, friendly and helpful engagement by the estate’s staff and within individual retail and entertainment units; to raise standards wherever necessary so as to improve customer experience and footfall.

React CX was engaged after competitive presentations to deliver its recommended strategy and programme. React’s

approach was identified as different from other mystery shopping service providers, says Director Jill Spencer:

“First, we really listened to the estate management. They wanted to start with a blank canvas and with our help to identify

what the team needed to know and to do, to really understand the customer experience.

“All retail and commercial estates are unique, with a different visitor profile, geographic catchment and challenges. So we

tailored mystery shopping to the estate’s specific situation, to help the management team to create an experience that is

exceptional, world class.”


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