REACT Customer Satisfaction Index (CSI) South Africa is a statistical index of customer response focusing on the South African retail industry. Based on a substantial, random sample of customers across racial, gender and economic divisions, React’s CSI findings are accurate and comprehensive.

The system React uses is taken from Swedish and American models and customized to the unique nature of our retail industry.

The survey is conducted nationally across all demographic profiles in South Africa. The method used is random digit dialing and has been found to produce the best results for the population canvassed.

Customer satisfaction is a major contributing factor to the long-term success of a product. The CSI concentrates on real experiences of your products as opposed to perceptions gained through marketing exposure.

REALITY CHECK. The findings of the CSI give you the opportunity to bridge the gap between your marketing strategy and the facts on the ground.

TROUBLESHOOTING TOOL. The findings of the CSI could direct your attention to potential causes of profit loss that you were not aware of.

INTERNAL BAROMETER. The CSI acts as a mirror for your company to see how people experience your service and how that reflects on their decision to return or not.

The standard report is produced on two levels. Companies will have the opportunity to purchase on level one, two or both. The levels are:

• A report of the retail segment that you belong to, for example, supermarket or specialty retailer.
• A report for your company based on the input of your customers.

React Surveys offers a variety of custom made reports based on requests for specific types of customer-related information. Since the standard index is based on information obtained by a significant number of respondents nationally, a wide range of cross tabulations are possible.

Using the demographic information generated, for example, differences in opinions from one region to another can be ascertained. The index can also be used to extract customer profiles like gender, educational level, age and income differences, nationally or regionally.

Professional memberships
IMM, MSPA (Asia/Pacific), ESOMAR (Europe), SAMRA