Both reviews and a solid mystery shopping program are essential for monitoring your customer experience, this is true. However, neither one of them is enough on their own. Many businesses may think that having a great social listening program is sufficient, but there are some key parts of your customer experience that you will be missing out on by relying on social reviews only. We are going to share with you a list of the top 5 things (although there are many more) that a great mystery shopping program can do for your customer experience metrics that social listening can't do.
"74% of customer experience professionals use surveys for decision-making, making surveys the top data source versus social media or web analytics."-PWC