*Customer Engagement

Customer Engagement

Measures

Customer Satisfaction
Index Research

Video Mystery
Shopping

Mystery/ Ghost Calling

Customer Loyalty Survey

NPS (Net Promoter Score)

Online Satisfaction Surveys

Mobile
Research

Gain the competitive edge and keep your customers coming back for more.

In a marketplace full of choices, the customer relationships you build could be the difference between success and failure. Discover the drivers and distractors that are affecting your company’s performance and use research results to make informed decisions. REACT can help you leverage these insights by developing a customer engagement programme tailored to your specific business requirements.

Mystery Shopping

How well do your ambassadors engage your customers and sell your brand? Do the customers find them helpful and product-savvy? What really happens in these face-to-face exchanges?

REACT is one of the leading providers of mystery shopping services in Southern Africa, with a large urban and rural footprint. Our trained evaluators are a demographic match to your real customers, providing detailed reports on their encounters with your ambassadors, and how they experienced your product and service standards. Additional services include Mystery Calling and Video Mystery Shopping. These complement the standard mystery shopping programme.

Customer Satisfaction Index Research

Just how well is your company meeting its customers’ needs? Their experience says much more about your product or service than your brand’s marketing message ever can.

REACT’s Customer Satisfaction Index (CSI) is customised to mirror your customer service policies, giving an indication of how successful you are in the eyes of your customer. Let us engage with your customers and find out how your brand really stacks up.

Customer Loyalty Research

We use a range of approved measures, like the Net Promoter Score and Customer Engagement Matrix, to establish your customers’ level of loyalty to your brand.

Repeat business lays the foundation for overall growth. REACT’s engagement model reveals whether you are keeping your customers or losing them to the competition.

Your customers are your best brand ambassadors. Strengthen and leverage their loyalty for increased referrals and improved brand reputation.

The REACT Promise

REACT employs industry best practices that respect and protect all parties involved.

Our systems are able to correlate employee engagement and loyalty with customer service results for a complete holistic view.

We can use the insights gained to develop an effective employee engagement programme and prioritise areas of development opportunity.

Loved by businesses and individuals across the country

We needed to identify flaws within our service delivery from a customer’s point of view. We were concerned about not getting actual results that could improve our service delivery. With React Surveys’ Mystery Shopping, we could identify problem areas in our services and products. The detailed reports enabled us to change our thinking when it comes to training staff, general customer service and product quality. React genuinely focuses on your objectives and assists with achieving that goal. I would recommend React Surveys to any customer oriented company that wants to ensure their customers get the best service possible.

We have been using React for at least three years now and have built up a tailor made program that gives a good insight to our customer service performance and trends. Both our corporate and franchisee stores are tracked and we can see from the consolidation reports where our training and other opportunities lie when it comes to customer service. The return time on the reports is excellent with reports coming back to us within a few days of the mystery shoppers visit. Our contact person at React is responsive and will update and change data within short periods of time once requested. Overall, we are very happy with the services of React.

Over the past 4 years, our company, on behalf of our clients, have been working with REACT on numerous market research projects. REACT Customer Research offers high quality services. Their team is responsive to our needs and flexible to meeting the demands of the projects at hand. We have been very satisfied by their work, and our clients have benefited from the insights emanating from the research. I would recommend and consider REACT for the market research needs of your company. As we shall continue to enjoy the partnership we have with REACT for the future.

Talk to an expert

The REACT team has more than 20 years’ experience in the market research sector. Let us partner with you today, and help steer your business into tomorrow.

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Jo’Burg: +27 11 028 3343

Port Elizabeth: +27 41 364 1534

contact@react.co.za