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Businesses shine in customer service awards

BUSINESSES have been celebrated for their customer service at the annual Mystery Shop Awards.

Organised by Liverpool BID Company, the annual awards is now in its 13th year. Over 400 businesses were mystery shopped, from coffee shops to opticians, national retailers to independent restaurants. 

Recognising businesses across Independent and National Retailers, Accommodation, Hospitality, Leisure and Service Providers, the awards reflect a continued commitment to providing the famous Liverpool warm welcome. 

The Mystery Shops were undertaken by ProInsights. City centre businesses are visited and marked against a list of criteria to see how well they’re performing. The average customer rating in the city was 82.6%. 48 businesses achieved 100%. The winners and runners up each achieved over 90% approval. In the Accommodation category, an incredible 5 hotels all received 100% meaning 5 overall winners for hotels.

Results are based on businesses that achieved the highest score with a runner-up.

Retail – Independent 
Winner: The Sweet & Gift Company
Runner up: Wongs Jewellers

Retail – Clothing & Footwear
Winner: Bravissimo
Runner up: GO Outdoors

Retail – Health, Beauty & Jewellery
Winners: LUSH & Pandora

Retail – Home & Technology 
Winners: Machine Mart  & Castle Fine Art 

Retail – Convenience
Winners: Tesco Express Bold St & Tesco Express Dale St

Service – Travel
Winner: Hays Travel & TUI

Service – Banking
Winner: Yorkshire Building Society

Service – Hair
Winner: RUSH,

Culture
Winner: British Music Experience 
Runner up: LCC Culture and Tourism – Civic Halls, Town Hall

Leisure
Winner: Boom Battle Bar
Runner up: Leo Casino,  Leisure Time 

Hospitality – Independent 
Winner: Liverpool Gin Distillery 
Runner up: LEAF

Hospitality – Restaurant
Winner: Dash Restaurant and Bar & Wildwood

Hospitality – Quick Service
Winner: Popeyes
Runner up: Costa Coffee (Ranelagh St)

Hospitality – Night Time Economy
Winner: Flares
Runner up: Metrocola & Rock n Rolla 

Accommodation – Serviced Apartments 
Winner: Staycity Aparthotel, Duke Street 
Runner up: Kabannas Liverpool

Accommodation – Hotels 
Winners: Hope Street Hotel, Dixie Dean Hotel, Travelodge Hotels Ltd (Innovation Park), Hampton by Hilton (Hurst Street), The Pullman 

Newcomer of the Year
Winner: Zenn Liverpool 
Runner up: Diamond Heaven 

Nominated Categories 
Green Champion
Winner: Aloft Liverpool

Community Spirit Award
Winner: Howard Lewis, Novotel Paddington Village

Jennina O’Neill, Chair of the Retail & Leisure BID and Centre Manager at Mequarter, said: “It is such a privilege to see our city centre businesses being celebrated. These are the small, independent and high street brands and names we all recognise but that go the extra mile to make our city centre the vibrant place it is.

“It hasn’t been the easiest year for our retailers, nor our hospitality businesses, but that hasn’t stopped their commitment and determination to deliver the best service they can for customers. I’m particularly thrilled to see so many businesses achieve 100%, showing that commitment to great service is something we regard very highly in Liverpool”. 

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