Mystery Shopping

Customer referrals start with exceptional interactions. Through Mystery Calling and Mystery Shopping, we identify key areas to enhance your customer engagement journey, ensuring every experience inspires loyalty and advocacy.

At REACT, we are a leading provider of Mystery Shopping and Mystery Calling services in Southern Africa and the Sub-Saharan continent, with a comprehensive urban and rural service footprint. Our mission is to help you elevate your business operation on the ground by providing insightful evaluations that reflect real customer experiences.

Do your employees engage effectively with your customers to upsell your brand?
Do your customers find them engaging and product-savvy?
Are you truly aware of what happens in those face-to-face exchanges?
Are your employees adhering to the brand’s operational codes of practice?

Why Choose REACT's Mystery Shopping Services?

Real Customer Insights:

Our trained evaluators are a demographic match to your real customers. They provide detailed reports on their interactions with your employees, offering a genuine reflection of your service standards and product engagement.

Operational Compliance:

Unlike traditional surveys, our Mystery Shopping services include the crucial measurement of Operational Compliance. This service offers an in-depth assessment of how well your brand’s operational standards are being followed, ensuring every customer interaction aligns with your values and expectations.

Comprehensive Evaluation:

We don’t just stop at face-to-face evaluations. Our services extend to Mystery Calling and Video Mystery Shopping, providing a holistic view of your customer engagement across various touchpoints.

Our Services

Gain detailed insights into your customers’ in-store experiences.

Our Mystery Shopping service involves trained evaluators visiting your store as undercover customers. They observe and interact with your staff, assessing various aspects such as:

Customer Service: How welcoming and helpful your employees are.
Product Knowledge: Your employees’ ability to answer questions and upsell products.
Store Environment: Cleanliness, organisation, and overall ambiance.
Operational Compliance: Adherence to your brand’s standards and practices.

These evaluations are compiled into detailed reports, providing you with actionable insights to improve customer satisfaction and operational efficiency.

Mystery Calling:

Understand the quality of service provided over the phone.

Our Mystery Calling service evaluates the experience your customers have when they call your business. Our trained evaluators will:

Assess Greeting Protocols: How employees answer the phone and engage with callers.
Evaluate Responsiveness: The speed and efficiency of handling queries.
Check Knowledge and Professionalism: Employees’ ability to provide accurate information and maintain a professional demeanour.
Measure Problem-Solving Skills: How well issues and complaints are managed.

This service helps you identify strengths and areas for improvement in your phone-based customer interactions, ensuring a consistent and high-quality experience.

Why Operational Compliance Matters

Operational Compliance goes beyond customer satisfaction—it’s about ensuring consistency, reliability, and adherence to your brand’s standards. By including this critical component in our evaluations, we provide you with an in-depth perspective on your brand’s service engagement that a traditional survey simply cannot offer.

Enhance your brand’s reputation and customer satisfaction with REACT’s comprehensive Mystery Shopping services. Contact us today to learn more!

Mystery Shopping
Why mystery shopping is important.
Our Services
Mystery Shopping
Mystery Calling
Video Mystery Shopping