Performance in People - Mystery Shopping


How can social media mystery shopping aid the customer experience?

Friday 9th August 2019

Social media is arguably one of the most popular methods of communication and is sometimes even used by people as an alternative to text messaging. With popular usage and high customer expectations for instant responses, brands need to monitor key elements across different social media channels to ensure a consistent level of service is being delivered.

Performance in People’s (PiP’s) social media mystery shopping programmes are extremely cost effective and enable you to evaluate the digital customer experience and processes delivered by your teams, in line with your service standards and expectations. PiP’s social media mystery shopping programmes have the ability to operate at high volumes and utilise genuine mystery shopper social media accounts, adding credibility to the programme.

By conducting social media mystery shopping you have the ability to measure key areas that are important to you e.g. the quality, accuracy and timeliness of responses as well as testing the technical ability and functionality of the social media channel, from a customers’ point of view.

PiP can also measure whether there is a variance in response rates between public messages which are written on the company’s profile and messages that are sent by the mystery shopper directly to their inbox. Analysis of response rates also to identify where lost sales leads are occurring, providing you with an opportunity to put measures in place to reduce this. Social media mystery shopping can also provide a base of comparison against email mystery shopping; by comparison you will be able to see whether there is a level of consistency across forms of online communication within the business.

All mystery shopping results are available for review on PiP’s online reporting platform ‘RESPONSE’. The dashboard provides all key data and statistics from the programme as well as support tools such as the action planning facility and the self-assessment function.

If you would like to find out more information about PiP’s social media mystery shopping programmes, contact us directly. or 01983 568080.

Mystery Shopping | Training | Audits | Customer Surveys

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