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
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: 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
Runner up: Costa Coffee (Ranelagh St)
Hospitality – Night Time Economy
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
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”.