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.
Measure key areas important to you
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 customer’s 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 identifies where lost sales leads are occurring, providing you with an opportunity to put measures in place to reduce this.
Optimise your online communications programmes with email mystery shopping
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.
Access results via our VISION reporting platform
All mystery shopping results are available for review on PiP’s online reporting platform ‘VISION’. 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.
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