Mystery Shop
See your brand through their eyes
Our industry-leading Mystery Shop service gives brands a reliable, scalable way to evaluate real customer experiences. Whether it’s a local audit or a full-scale national rollout, we provide the reach, expertise, and intelligence to deliver with confidence.
With a nationwide footprint and a large, mobilised community of trained mystery shoppers, we activate quickly and consistently — no matter the size, scope, or location.
Why Wave?
National Reach, Local Precision: Our extensive network covers UK and Ireland, allowing us to deliver consistent activations at scale.
Expert Mystery Shoppers: Our carefully selected and trained shoppers know what to look for — providing insightful, brand-aligned feedback that goes beyond surface-level checks.
In-Store & Staff Evaluations: We assess how store teams represent your client's brand in real-time, ensuring alignment with tone, service standards, and customer experience goals.
Product Display Audits: We check that product visibility and merchandising align with brand guidelines — driving attention, conversion, and retail impact.
On-the-Spot Coaching Moments: Our teams can deliver real-time feedback and guidance to front-line staff, turning evaluations into instant performance gains.
Actionable, Data-Driven Reporting: Using cutting-edge tech, we gather, analyse, and deliver rich, presentation-ready insights.
Mystery shopping with Wave isn’t just about identifying gaps — it’s about unlocking opportunities to enhance brand delivery, improve customer experience, and give your clients a competitive edge.
What our clients say
"We worked with Wave on a Mystery Shopper campaign which included all our owned brands and looked at the experience our consumers were receiving. At every turn Wave were there to help make the experience as easy as possible and offered advice to make the whole campaign run smoothly. The campaign was a success for us and our customer base. It helped us highlight our strengths and weaknesses, which in turn created a better experience for consumers. I would highly recommend working with the team at Wave."Gavin Smith, Account Manager, C&C Group
Mystery shopping gives you the insights you need to spot gaps, elevate standards, and turn everyday interactions into brand loyalty.
Don’t leave customer experience to chance. Partner with Wave and start seeing your brand the way your customers do — and take action that drives real growth.
Looking for a partner?
If you need an agency to deliver activities for your brand, contact us.
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