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News & Events

22nd October 2015

“With React’s mystery shopping service, Omniplex Cinemas can identify a potentially under-performing location in terms of service and standards of presentation. It is a great motivator for staff and management to consistently achieve high results in the leader board rankings that React maintains for us in their evaluation of each cinema,” says Mark Anderson, operations director of Omniplex Cinemas.

Omniplex Group operates cinemas in 22 locations in the Republic of Ireland and Northern Ireland. It is the largest cinema company in Ireland and is 100% Irish-owned.

React Surveys is a member of the Lodge Service group, specialising in customer research and analysis. The company supports quality standards at Omniplex with a mystery shopper programme that includes assessment of the overall presentation of the cinema and the customer experience – from purchasing a ticket and the cleanliness of the toilets, to the appearance of staff, buying refreshments, and then visiting the auditorium. This includes the screening of the film and how staff deal with any disturbances in the audience during a performance.

React Surveys offers an on-line interactive reporting system: managers at any time can quickly view leader board rankings for each cinema, as well as for performance according to agreed assessment criteria.

Mystery shoppers are continuously assessed to ensure that the basis for evaluation of client locations is consistent over time and across the UK and Ireland, where React Surveys operates, working with a range of retail and leisure industry companies. Each shopper files a report within 24 hours of visiting an assessed location, so that consolidated reports to clients can be supplied daily if required.

Read the full story on LinkedIn.

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