Shopping Centres/Department Stores

Shopping Centres/Department Stores

Mystery Shopping for Shopping Centres/Retail Estates/Department Stores

When it comes to customer experience, shopping centres, retail estates and department stores require a multi-level approach, often across a diverse mix of retail and food and beverage offerings. To implement mystery shopping programmes in this sector, it is important to design the evaluations in a way that recognises the diversity of each unit/department, but also appreciates that they are all representatives of a brand in their own right.

Our team will work closely with stakeholders to ensure we deliver actionable insights with the power to drive meaningful change in your organisation.

For more information on mystery shopping department stores or shopping centres, contact us today.

Image of Shopping Mall to Show What Customers Really Wante

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.