Mystery Shopping

Take The Mystery Out Of Shopping With React Customer Service Research


Get The Information You Need To Exceed Your Customers' Expectations

Getting an accurate customer experience of your brand or organization will give you the power to make informed decisions to improve and evolve your business.

Mystery Shopping is an effective way to get organised feedback on key service points. 

How It Works

  1. Our trained evaluators mirror ‘real life’ customer experiences and interact just as any ordinary customer would. 
  2. REACT Customer Research evaluators, or ‘mystery shoppers’ then record their experience in a comprehensive and objective way. 
  3. This information is compiled into a detailed report outlining quantitative and qualitative findings, scores and recommendations. Reports are made available in a user friendly format for you to view online. 

In addition to our core offering, we also provide the following Mystery Shopping solutions:

  • Video Mystery Shopping allows you to view your own service delivery and staff performance first hand. We encourage you to use this interactive format for your future training purposes.
  • Our Mystery Calling evaluations are voice recorded, giving you the opportunity to listen to interactions between our mystery caller and your dedicated point of contact.

Benefits Of Being a Mystery Shopper:

  • As a Mystery Shopper, you will have an important role to play
  • Ensure that customer service levels are maintained across a number of industries
If you are passionate about service, join the REACT Mystery Shopping panel today. In addition, you will be rewarded for all correct mystery shopping you have conducted, and entered into our quarterly prize draw for best regional shopper.

With over 1000 mystery shoppers nationally and partners across sub-Saharan Africa, REACT Customer Research has an extensive and proven footprint. We’re ready to guide you on the road to success.

Let’s partner up and make it happen! 


*REACT Customer Research strictly complies with all POPI Act requirements.


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


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


After approval on our system, the project goes live. Work is allocated to our shopper panel. Mystery shoppers will be matched to the demographic of the customers.


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


A store report is submitted to you 72 hours after an evaluation has been completed.


You, our client, will be given a unique login to our system to monitor the progress of work.



REACT encourages close client contact throughout the duration of the study. We discuss the drivers and distractors of the results with you at a post project meeting. During this meeting, we….

Identify which efforts have the greatest impact on customer engagement and purchasing decisions
Determine the areas is doing well and which functional areas can be improved
Prioritize areas of strategic and tactical opportunity


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