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Liverpool’s finest for customer service honoured in Mystery Shop Awards

LIVERPOOL BID Company’s annual Mystery Shop Awards has revealed the city’s best shops, hotels, leisure businesses and eateries when it comes to customer service.

Wongs Jewellers on Whitechapel scooped the Best Independent Retailer award for the second successive year and were joined as the best in their respective sectors by easyHotel (accommodation provider) on Castle Street, Jenny’s Bar (leisure & hospitality venue) on Fenwick Street, M∙A∙C (national retailer) at Metquarter, and LILA (service provider) on North John Street. Awards for the most improved businesses went to Holiday Inn, Prescient, Lili Bizarre, Clas Ohlson and Johnsons the Cleaners.

The Mystery Shop Awards are a cornerstone of Liverpool BID Company’s activity that aims to proactively work with its BID levy payers businesses to develop employee skills and encourage high standards in customer service.

With Liverpool regularly voted as one of the UK’s friendliest cities it’s no surprise to see the city’s businesses maintaining a high standard of customer service across all sectors. The results of the mystery shopping showed an increase in the number of businesses rated at 100%, rising from 19 in 2017 to 23 this year. The number of businesses surveyed matched last year’s record total of 200 and 75 of those were rated 90% or better.

Cynthia Aldridge, business manager, Wongs Jewellers, said: “It is fantastic to pick up this award for the second consecutive year. To be recognised like this once again in the city is all credit to the Wongs’ team for going that extra mile. Customer service is at the heart of what we do and it’s a great honour to be awarded Best Independent Retailer.

“We look forward to this event every year and it is a great way to celebrate and support businesses in the city. Liverpool BID Company really supports its levy payers and we would be lost without them.”

Bill Addy, chief executive, Liverpool BID Company, said: “Liverpool BID Company created the Mystery Shop Awards as an important exercise in helping and supporting our levy payers who are not performing to the standard they want to be – it is essential for them as individual businesses and for the city as a whole to provide customers with a first-class customer service.

“Let me congratulate those who scored highly in this year’s mystery shop. We should not take for granted the hard work being put in by our levy payers in the retail, leisure and service provider sectors to give visitors to Liverpool the very best experience. They are examples to us all and must be congratulated.”

Liverpool BID Company commissions the mystery shop service to emphasise the high standards set by businesses in the BID areas they deliver – Retail & Leisure BID and Commercial District BID. The BID recently launched the business plan for a further term in the Retail & Leisure BID that would see an additional £5m invested into the area to improve safety and cleansing and boost footfall through events and animation.


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