Social Media Mystery Shopping

Social Media

Social Media Mystery Shopping
Our social media mystery shopping programmes measure the customer service delivered via online platforms such as Facebook, X and Instagram. Performance in People uses real shoppers to send credible social media enquiries. Social media mystery shopping is an effective way to evaluate and improve a company’s social media presence, customer service, and engagement strategies.

Why use social media mystery shopping?

Is social media mystery shopping right for you...

Measurement Criteria

PiP will assess the digital customer experience and processes delivered by your teams in line with your service standards and expectations. Social media mystery shopping provides insight into the quality, accuracy and timeliness of responses

Real Customer Experiences

Using real mystery shoppers and their accounts provides a real-life view of different customer interactions and audiences via social media channels

Cost Effective Quantitative Insights

Social media mystery shopping is a cost-effective approach to quickly obtain large amounts of data, providing companies with reliable insights to highlight specific training opportunities, gaps in the customer journey, and potential social media strategy refinement.

Once the mystery shop assessment is quality-controlled and scored by our team of evaluators at PiP HQ, it is provided to the client online via our reporting platform, ‘Vision’. Vision hosts an extensive range of engaging tools and insights including:

Custom client-branded infinity dashboard

Interactive dashboard tiles and reporting

Drill-down analysis and dynamic reporting suite

Bespoke dashboards based on hierarchy/access level

Self-assessment and action-planning tools

Custom library of resources and support items

Individual evaluation score impact assessments and ‘improvement areas’

And so much more…!

PiP’s in-house CX Lab is an incredibly powerful and valuable service to the organisation and their clients. The CX Lab team analyse and provide detailed bespoke insights into every single element of the customer experience, utilising millions of data points from 800+ annual mystery shopping programmes.

The CX Lab produce an extensive range of value-added insights in multi-media formats including video and audio compilations, benchmark reporting, behavioural analysis, bespoke reports, industry reports, and so much more...

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“The journey has been seamless. When we met with PiP, it was an instant connection. It has been insightful, encouraging and collaborative.”

Lucy Ashdown-Skyers, Area Manager