Social Media Mystery Shopping
Customers now enquire through Facebook, Instagram, X and TikTok as often as by phone or email. We make a realistic enquiry through your social accounts — just like a real customer — and score how quickly and well your business responds. Purchases, meals, admission charges and significant travel are billed separately at cost.
Single Channel
1 social account tested with a realistic customer enquiry (DM or comment).
- 1 social account tested
- Realistic customer enquiry by DM or public comment
- Response time, tone and quality assessed
- Scored report with evidence
- Delivered within 14 days
Social Duo
Any 2 social accounts tested, with a cross-channel comparison.
- Any 2 social accounts tested
- Realistic customer enquiry by DM or public comment
- Response time, tone and quality assessed
- Cross-channel comparison
- Scored report with evidence
Social Trio
Any 3 social accounts tested, with a cross-channel comparison.
- Any 3 social accounts tested
- Realistic customer enquiry by DM or public comment
- Response time, tone and quality assessed
- Cross-channel comparison
- Scored report with evidence
Full Social Shop
Facebook, Instagram, X and TikTok all tested, with a full cross-channel comparison.
- Facebook + Instagram + X + TikTok tested
- Realistic customer enquiry by DM or public comment
- Response time, tone and quality assessed
- Full cross-channel comparison
- Scored report with evidence
What we test
A trained mystery shopper makes a realistic enquiry through each account you choose to test — by direct message or public comment, whichever a genuine customer would try first. We record how long it takes to get a reply, the tone and helpfulness of the response, whether the enquiry is understood and answered properly, and whether the business tries to move the conversation towards a booking or sale.
On packages covering more than one account, we also compare the channels against each other so you can see where your fastest and slowest responses come from.
Good to know
Social Media Mystery Shopping is sold as a one-off, per-campaign service rather than a subscription, so you can order it on its own or alongside a Customer Journey audit. You receive a scored report with evidence (screenshots and timestamps) and recommendations, in the same format as our other assessments.
Prices exclude VAT where applicable. See our terms for expenses and cancellation.