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REACT Survey's Services

Mystery Shopper
React Mystery Shopping How do you know how your customers experience your company? Are your staff friendly, do they know your products, how well do they sell and how do your customers experience your service delivery?
The REACT Surveys Mystery Shopping programme forms the core of our service offering and employs trained evaluators - mystery shoppers - who mirror "real" customer experiences and interact as customers would, providing feedback and a detailed report that is available within 72 hours. REACT Surveys is the only company in South Africa to employ the world's premier Mystery Shopping Internet engine, SASSIE, that offers online written reports with incredibly fast turn-around times.
REACT Surveys is the leading provider of Mystery Shopping throughout Southern Africa, using a combination of both full-time and part-time mystery shoppers, depending on your needs. All evaluators are extensively briefed in mystery shopping techniques, thus ensuring that the results are as accurate as possible. Clients are also invited to briefing sessions to ensure a customised, complete understanding of the requirements and expectations of the mystery shopping exercise.
Video Mystery Shopping is an additional product offering within this service and allows additional performance of service levels to be visually monitored. The footage or evaluation can be used for training and reward purposes.
REACT Surveys takes the mystery out of how your customers shop and experience your service delivery. Let our trained evaluators be your eyes and ears on the shop floor.
Standard Audits
React Standard Audit How do you know if your organisation delivers good service? What do you measure it against? How do you set the standards? Are you and your employees on the same page with regards to standards? Has your service delivery improved, and if so, by how much?
Most companies develop and set service and operational standards which become the benchmark against which service delivery is measured.  The input and interests of four key groups need to be taken into account in the process, namely the customers, staff, management and expert consultants such as REACT Surveys, who have vast experience in the setting of these standards across a wide range of industries.
While standards should be objective in definition, comprehensive in coverage, consistent in application and universally accepted by all stakeholders, it is also imperative that surveys and the measurement process be conducted by trained professionals, such as REACT Surveys, who are not stakeholders in the commissioning company and will be trusted by both management and employees in delivering its findings. Regular and repeated surveys make it possible to measure any improvement in performance.
REACT Surveys' trained professionals can assist your organisation in setting up, communicating and measuring service and operational standards and measure performance over time.
Customised Market Research
React Standard Audit How do you know what your customers really want? What matters most to your customers? What motivates their choices and behaviour? How do your customers feel about your products or service?

REACT Surveys offers quantitative and qualitative research, tailored to your needs and objectives, in order to help you better understand the needs and concerns of your customers.

It is virtually impossible to really know what customers want and what truly matters to them unless one conducts some qualitative research, such as focus groups, workshops and in-depth interviews. Focus groups are useful to find out what customers want from your company in terms of service delivery and to generate ideas for service improvement while in-depth interviews that allow customers to talk freely about their experiences also allow their ideas, perceptions, beliefs and values to come to the fore.

On the quantitative side REACT Surveys offers tools such as face-to-face, customer intercept interviews, telephonic interviews and online surveys (all using structured questionnaires), as well as Mystery Shopping exercises. These tools make customers' perceptions more measurable in order to draw valid conclusions.
REACT Surveys can help you find out what your customers want and what their perceptions and beliefs are so that you can target and service them better.
Customer Satisfaction Index
 React Cusomer Satisfaction Index How do your customers really experience your products/services? Is there a difference between the way your customers experience your products/services and the way it is marketed? Are there any hitherto unknown factors that could be causing or contributing to profit loss?
REACT Surveys has developed a Customer Satisfaction Index (CSI) for South Africa that is a statistical index of customer responses to the South African retail industry. Customised to the unique nature of our retail industry, the survey is conducted nationally in South Africa across all demographic profiles.
Let REACT Surveys canvas your customers about how they experience your products and services and customise your report according to your needs.

Customer Engagement Measurement
 React Customer Engagement Measuremen Do your customers merely buy your product or do they have a relationship with it? What are their perceptions of your business? Are your customers loyal — do they return again and again? Would they like to try your new products? Would they refer new customers?
REACT Surveys' looks at Customer Engagement on both an attitudinal and behavioural level to understand the factors that turn a once-off sale into recurring business. Customer retention can eventually translate into return business, business expansion (they might be willing to try more of your products/services) and new business due to referrals — all factors that are crucial for business growth. Once ascertained, these can be enhanced, honed and managed to build new and stronger relationships.

REACT Surveys’ Customer Relationship Measurement identifies customers' engagement levels and the reasons they break or maintain that engagement.
REACT Surveys can help you ascertain the level of commitment of your customers and build on that to retain and grow the business.

Employee Satisfaction Index
React Employee Satisfaction Index Do your employees understand and agree with what is expected of them? Do they feel empowered to deliver on those expectations? Do they feel honoured and respected?
No modern-day business needs to be told that its employees are its backbone and greatest asset. However, employee satisfaction and how this can either negatively or positively impact on service delivery, operational efficiency and profitability, is still sadly often overlooked by business owners primarily focused on customer satisfaction levels. REACT Surveys series of quantitative and qualitative measurement tools gauge the levels of employee satisfaction which can be tailored to suit your organisation and are trusted by employees as an independent third party.
Let REACT Surveys determine the employee satisfaction levels within your business in order to maximise service delivery and profitability.

Employee Engagement Measurement
React Employee Engagement Measurement How do your employees feel about your business? Have they participated in and agreed to service delivery standards? Are your employees ambassadors of your business or a liability?
REACT Surveys uses both quantitative and qualitative paper-based and online tools to confidentially measure employees' opinions and feelings about their jobs, about management, the business and other work-related factors, which eventually gives a very clear indication of their engagement levels and the motivation and sustainability thereof. As with all other REACT Surveys products, these tools can be tailored to each organisation's unique needs and requirements.
REACT Surveys can help you determine how engaged your employees are to your business, its goals and service delivery standards.