Mystery Shop Awards reveals Liverpool businesses offering exceptional service

With 200 levy-paying businesses across the Liverpool BID Company’s areas mystery shopped, both quality and competition were high

Mystery Shop Awards 2019
Winners of the Liverpool BID Company annual Mystery Shop Awards 2019


Liverpool BID Company’s annual Mystery Shop Awards saw a host of retailers, hotels, leisure and hospitality businesses recognised for their exceptional customer service.

With 200 BID levy-paying businesses across the BID areas mystery shopped, both quality and competition were high. Boodles on Lord Street scooped the prestigious Best National Retailer Award, while Lalligrass in the Bluecoat scooped the Best Independent Retailer Award.

White Wolf Yoga (Service Provider) on Cook Street, Signature Living (Accommodation Provider) on Stanley Street and The Restaurant Bar & Grill (Leisure & Hospitality Venue) on Brunswick Street also won top prizes on the night.

Created 10 years ago, the Mystery Shop Awards are a cornerstone of Liverpool BID Company’s work with businesses to reward high standards in customer service and as a benchmark to develop employee skills.

This year 16 businesses scored 100% and a further 66 scoring 90% or more for their services in the Mystery Shop Awards. Prizes were also awarded to those who had improved the most over the last 12 months, with Drome (Bold Street), The Sweets & Gifts Company (Bold Street), L1 Styles (Richmond Street), Travelodge (Exchange Street East) and Key Lime Coffee (St Johns) all recognised in this area.

Adam Nugent, owner and managing director of Lalligrass, said:We are over the moon to pick up the Best Independent Retailer award for the first time. Our team at The Bluecoat pride themselves on exemplary customer service, so to be recognised for this in the city is a credit to our staff members for going above and beyond on a daily basis.”

Bill Addy, chief executive, Liverpool BID Company, added:We first created the Mystery Shop Awards a decade ago as a way of recognising those champions of customer service and as a means of supporting our levy payers who are not performing to the standard they want to be, and helping them to up-skill their employees.

“It is vital for them individually, but for the city and wider city region as a whole that residents, employees and visitors are given the best customer service possible to encourage repeat visits.

Award Winners

National Retailer – Boodles, Lord Street

Independent Retailer – Lalligrass, Bluecoat

Service Provider – White Wolf Yoga, Cook Street

Accommodation Provider – Signature Living, Stanley Street

Leisure & Hospitality Venue – The Restaurant Bar & Grill, Brunswick Street

Most Improved

National Retailer – Drome, Bold Street

Independent Retailer – The Sweets & Gift Company, Bold Street

Service Provider – L1 Styles, Richmond Street

Accommodation Provider – Travelodge, Exchange Flags East

Leisure & Hospitality Venue – Key Lime Coffee, St Johns

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