REACT Surveys is South Africa’s leading provider of Mystery Shopping. The company conducts over 10,000 evaluations monthly throughout Southern Africa. Not only does this powerful measurement tool stimulate sales and operational performance within an organisation but it is also used as a method for tracking customer service.

Mystery shopping evaluations are essential to providing an objective reality to the experience of the customer. A mystery shopping programme measures the unbendables relating to service standards set by the organisation. For instance their service levels, product knowledge, selling skills of staff and manager interaction.

React Surveys uses a combination of both part and full time mystery shoppers, depending on the client’s demographic profile. All evaluators are extensively briefed in mystery shopping techniques, thus ensuring that the mystery shopping results are as accurate as possible.

Clients are invited to briefing sessions so that a complete understanding of what is required for the project is recognised and carried out by the mystery shoppers.

React Surveys’ trained evaluators mirror “real” customer experiences and interact as a customer would. Their experiences are then recorded and compiled into a comprehensive report, detailing quantitative findings and recommendations. The client receives the benefit of both the individual surveys and a quantitative overview.

Another facility that falls within this service is video mystery shopping. This allows additional performance of service levels to be visually monitored. The footage or evaluation can be used for training and reward purposes.

The advantage of React Surveys’ mystery shopping process is the extremely efficient turnaround time crucial to this type of customer service survey.

Mystery shopping should be seen as part of a company’s ongoing customer service strategy.

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