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Mystery Shopping

Bigwave are at your service to help enhance your customers’ experiences

With a team of discreet secret shoppers, we operate as a critical friend to deliver impartial reports and qualitative feedback on your overall customer journey.

By experiencing first-hand what it’s like to do business with you over the phone, face to face, and through your digital channels we are able to highlight key areas with potential to improve and drive effective change within your business.

How we work

Our experienced customer service specialists will perform a comprehensive mystery shop by acting as a genuine customer transacting with your company. This is to gain realistic insight into encounters customers have with your employees, facilities, technologies and products or services. Findings are then collated into a report detailing our experience at every touchpoint to help you identify areas for development. This will also be submitted along with our recommendations for any areas we feel our marketing services can help take your business to the next level.

What are the advantages of using mystery shopping for your business?

A trained eye

Mystery shopping programmes are designed by customer service experts that know what it takes to deliver a great experience.

Shopper insights

This can provide you with extra reassurance of the amazing service you and your team provide, as well as highlight any areas that could do with improving.

A competitive edge

Know how your offering holds up compared to the competition so you can determine your next move in the marketplace.

Drive compliance

Complying with business procedures helps to maintain a positive brand image and avoid potential issues.

Assess new products and protocols

Ensure plans never fail by using a secret shopper to detect shortcomings early on we can provide expert recommendations on how things can be improved moving forward.

Increase customer retention

Aligning company-wide focus on improving customer service will ultimately increase customer loyalty, repeat visits and sales.

Identify gaps in employee training

If your business model involves employee/customer interaction, you need to be able to evaluate employee job performance. Achieve operational excellence – By following up on feedback and insights given by our reporting it will help you to provide a consistently superior service every time and everywhere that your customers interact with your business.

Need some help or advice?


If mystery shopping is something your business needs to improve, get in touch with Chris.

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