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Liverpool businesses celebrated in customer service awards

The annual Mystery Shop Awards recognised Liverpool businesses for their excellent customer service.

The annual awards, which are organised by Liverpool BID Company, are now in their 13th year. Over 400 businesses, ranging from coffee shops to opticians, national retailers to independent restaurants, were mystery shopped.

The awards, which recognise businesses in Independent and National Retailers, Accommodation, Hospitality, Leisure, and Service Providers, reflect a continued commitment to providing the famous Liverpool welcome.

ProInsights conducted the Mystery Shops. Businesses in the city centre are visited and scored against a set of criteria to determine how well they are performing. The city’s average customer rating was 82.6%. 48 businesses received a perfect score. The winners and runners-up both received more than 90% approval. In the Accommodation category, 5 hotels received 100%, resulting in 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,


Winner: British Music Experience 

Runner up: LCC Culture and Tourism – Civic Halls, Town Hall


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, says: 

“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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