Services

REACT Surveys' offers a range of services which aim at improving customer satisfaction levels in companies. This is achieved through effective customer measurement programmes:
	Specialist Market Research To really understand what matters to the customer, qualitative research gathers ideas, perceptions, beliefs and values by allowing customers, both internally and externally, to talk openly about their experiences. Read More. PDF Leaflet.
	Fieldwork and Capture Service React Surveys has extensive fieldwork coverage of the Southern African region, including Namibia, Swaziland, Lesotho, Botswana, Zimbabwe and Mozambique. The fieldworkers are of a high calibre and are able to assist in all types of research. Along with this React Surveys has the ability to data capture questionnaires and provide data tables for further analysis. Read More. PDF Leaflet.
	Standard Audits A process of overtly measuring the adherence to standard operating procedures within a business and understanding how by not meeting these requirements impacts on the delivery of customer service. Read More. PDF Leaflet.
	Mystery Shopping Trained evaluators are used to mirror “real” customer experiences and to interact as a customer would. This powerful measurement tool stimulates customer service, sales and operational performance within a company. Read More. PDF Leaflet.
	Customer Excellence Centres This unique feedback tool present the results from the service measurement programme as well as providing tips to staff on how to improve customer satisfaction levels. Topics here include; Dealing with difficult people, Customer focus; Telephone etiquette, Verbal communication etc. Read More. PDF Leaflet.
	Reward and Recognition Programmes A complete customer service improvement programme which uses a combination of the most appropriate measurement techniques to enable the client to recognise and reward deserving team members for providing service excellence. Read More. PDF Leaflet.
	Customer Satisfaction Index The React Customer Satisfaction Index (CSI) South Africa is a statistical index of customer response focusing on the South African retail industry. The CSI indicates where a brand lies in comparison to like brands in the customers mind with respect to service quality, product quality, value for money, overall satisfaction and re-purchase likelihood. Read More. PDF Leaflet.
	Call Centre React Surveys has trained agents that conduct telephonic interviews. Telephonic interviews are the most commonly used technique for quantitative research. The calls are logged according to client name or questionnaire number and are saved as an individual record. The recorded calls are provided to the client. Inbound calls are also handled by the Call Centre for clients who wish to out source their customer care or toll free lines. Read More. PDF Leaflet.