Mobile Research

A mobile first future

The future of mobile is incremental innovation with a transformational impact – Reijo Pold -Telefónica UK

Mobile technology has revolutionised the way we live our lives, both at home and at the office. It’s become a primary point of contact and an important tool to find the information we need. Are you giving it the proper consideration it needs when you consider your customers?

Our solution

  • REACT Customer Research’s heart-rate monitor research tool enables you to monitor service delivery from a wide customer base.
  • Using mobile technology which operates both on feature and smart phones, this method is ideal to reach a demographic respondent in remotes areas of South Africa within a reasonable time frame.

01

PLANNING

Once the proposal has been approved, we kick off with a workshop, to gain an understanding of your business requirements. The customer experience touchpoints, operational standards are determined and the parameters of the study established.

02

DEVELOPMENT

The REACT team will design a questionnaire which will cover all aspects which require evaluation. The questionnaire will be signed off by . The questionnaire will be scripted on our data collection and reporting system.

03

LAUNCH

After approval on our system, the project goes live. Data collection will either be done via mobile phone questionnaires. A short code is provided on a cash receipt and customers are encourage to sms this short code, which will then direct them to a short questionnaire.

04

QUALITY CONTROL

Internal check and balances have been set in place to ensure the highest standard of work.

05

LET’S WORK TOGETHER

REACT encourages close client contact throughout the duration of the study.

You will be given an executive summary report which details the scores of each touch-point.

The initial wave of the study sets the benchmark on which to compare future waves. Further waves will highlight which customer experience touchpoints are increasing, decreasing or being maintained.