Performance in People - Mystery Shopping
 
 

Blog

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.

enquries@performanceinpeople.co.uk or 01983 568080.

Mystery Shopping | Training | Audits | Customer Surveys

Email this page to a colleague

 

Please submit your contact information below and we
will email the information directly to you.

 
 
 
 

Which information do you wish to access?

This site uses cookies to store information on your computer. Some of these cookies are essential to make this site work and others help us to gain insight into how it is being used.
More
These cookies are set when you submit a form, login or interact with the site by doing something that goes beyond clicking some simple links. We also use some non-essential cookies to anonymously track visitors or enhance your experience of this site. If you're not happy with this, we won't set these cookies but some nice features on the site may be unavailable. To control third party cookies, you can also adjust your browser settings. If you wish to view any policies or terms of usage that you cannot find on this website, please contact us. You can change your mind and opt-out at any time by clicking the ✻ icon above.
I consent to cookies
I don't consent to cookies