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Liverpool’s finest revealed at Mystery Shop Awards

LIVERPOOL’S best restaurants, shops and hotels when it comes to customer service have been revealed this week.

Liverpool BID Company, which represents 1,500 businesses in Liverpool city centre, mystery shopped 200 establishments to find out who is and who isn’t looking after its customers. The great news is that more scored over 90% than in last year’s survey.

At last night’s Mystery Shop Awards at The City of Liverpool College, Gieves & Hawkes, Wongs, Veeno, 30 James Street, Voodou on Button Street were all singled out as being best in their respective sectors, while Wilko, Natterjack Running, Crust, Mercure Atlantic Tower and Santander on Lord Street, were recognised for being the most improved.

Bill Addy, chief executive, Liverpool BID Company, said: “Firstly, let me congratulate those businesses which scored so highly in the mystery shop. It is great news to hear that so many of our retail, leisure and service provider businesses are leading the way in customer service and upholding Liverpool’s reputation as a first class city to visit, be it for shopping, or food and drink. Today’s customers expect the very best and they are getting that in Liverpool.

“Importantly, Liverpool BID Company uses this exercise to also help and support those businesses who are perhaps not performing to the standard they would want to be, and we will continue to work with them by offering constructive feedback and training packages to up-skill employees.”

Maggie Neville, general manager, Boots Clayton Square, said: “We value the great work Liverpool BID Company does in championing and supporting the private sector businesses within Liverpool. It is encouraging to see that customer service is improving in the city centre, an area in which we mustn’t become complacent. Liverpool is a globally recognised city, competing with cities home and internationally for visitors. Now more than ever is it important to continue enhancing the visitor experience in our areas.”

Jeff Caplan, director of consumer research specialists, Storecheckers, who carried out the survey on behalf of Liverpool BID Company, added: “We at Storecheckers are incredibly proud to have worked with Liverpool BID Company on mystery shopping and customer service for the last ten years.

“The city sits squarely with the flagship centres that we work with across the UK.

“We look forward to working with Liverpool over the coming years to support its commitment to high customer service standards and watching its constituent businesses improve even more as time goes on.”

Now in its eighth year, the Mystery Shop Awards celebrates those businesses that demonstrate excellent customer service in the two districts delivered by Liverpool BID Company – City Central (retail and leisure area) and Commercial District. In 2017 – 19 businesses scored 100% (17 in 2016) – and 83 businesses scored 90%+ (78 in 2016).

Sectors covered in the mystery shop include national retailers, independent retailers, leisure and hospitality venues, service providers and accommodation providers.


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