Nicky Barrell has been appointed managing director of REACT Surveys, a division of security consultants Lodge Service.
With 10 staff, 100 clients and 4000 shoppers, REACT provides surveys, audits and ‘mystery shopping’ services for organisations managing retail and leisure outlets and locations, which include Cineworld and the Tower of London.
The company is increasingly using mobile-optimised on-line surveys – accessed via a web link or QR (Quick Response) code – to capture customer experiences instantly, Nicky Barrell says. This ensures a high response from shoppers, customers and visitors to enable organisations to identify service issues quickly.
REACT Surveys is seeing growing demand as organisations try to understand how well their staff are performing against security, business process and service targets:
“We help organisations identify and quantify customers’ needs and choices, and spot anything that detracts from the customer experience, or safety and security. REACT can advise on industry standards and how to differentiate from competitors and then promote for maximum return on investment.
“REACT can benchmark against national sector standards, with practical, actionable advice on changes to staffing, services and processes.”