Replicate a real customer telephone enquiry and identify how your front-line teams handle calls into your business.
What is social media mystery shopping?
A considerable amount of people now use social media to ask questions or make a complaint to a business. If this is the case with your business, are all of your social media enquiries or complaints being responded to and how well are they being dealt with?
The benefits of social media mystery shopping
Having a regular social media mystery shopping programme in place will allow you to measure how well enquiries and complaints are being responded too, as well as measuring the speed, quality and accuracy of each response. All of our social media mystery shopping assignments include a detailed report analysis per location, as well as screen captures of all communication sent and received, with each report available to review on our online reporting platform within 2-3 days of the mystery shop taking place.
Brands we work with
Results at your fingertips
All results across the different survey types will be collated and hosted on our online reporting platform and App so that your teams can review the results, run comparative data across question sets, and use the insight to present the feedback back to relevant team members.