On Thursday 20th October, Why Media was delighted to be informed that they achieved 100% in a mystery shopper exercise arranged by their client County Square, a regional shopping centre in Ashford, Kent.
The top marks score was awarded by the mystery shopper - a new initiative that Savills has implemented into its retail schemes - for Facebook and Twitter management. The criteria looked at how County Square uses social media, not only to communicate its offer, but also how quickly and efficiently they respond to questions
Claire White, Account Director for Why Media comments; ‘We were delighted when we received the feedback. We have been working with the centre for two years and it’s nice to know that our hard work pays off. Part of our social media management strategy is to ensure questions and queries are responded to quickly and accurately. We live in an age of 24 hour service and although a shopping centre may close its doors at 6pm, customers still expect a response on platforms like Facebook around the clock. Our team are obsessive about ensuring messages are responded to whether it’s 10am on a Monday or 8pm on a Sunday. We are now looking forward to the next mystery shopper!’
Following the excellent feedback, Fran Burt, Centre Manager at County Square commented: ‘County Square’s recent ‘Secret Shopper’ research received 100% results for both Facebook and Twitter accounts with comments that they were easily located, recently updated and enquiries were responded to within 15 minutes. We’re delighted with the results of our Secret Shopper report and would like to thank Why Media for all their hard work with regards to the social media section of the report’
Why Media undertakes all digital marketing for County Square and over the last twelve months has delivered an effective strategy across social media and email marketing. We provide monthly analytical reports that support set KPIs and showcase return on investment for both the Centre Management, Managing Agent Savills and shopping centre owners Kennedy Wilson.