Mystery Shopping Hospitality

Whether you operate a kiosk, café, food hall or Michelin-starred restaurant, a seamless guest experience is essential to driving repeat business and organic growth. In today’s competitive landscape, service consistency and attention to detail are non-negotiable facets of any food and beverage operation, and often there is a damaging disconnect between the experience designed and the experience delivered.

React CX will work with you closely to develop a personalised mystery shopping questionnaire, enabling you to evaluate the end-to-end guest journey across your estate and deep-dive into any pain points.

For more information on mystery shopping for attractions, contact us today.

Robot arm VS human arm: Hybrid Style of Customer Experience

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.