Liverpool BID Company, which represents 1,500 businesses in Liverpool city centre, mystery shopped 200 establishments to find out who is and who isn’t looking after its customers. Tony McDonough reports
Upmarket fashion store Gieves & Hawkes, jewellers Wongs, Italian wine bar Veeno, hotel 30 James Street and hair salon Voodoo are the best in Liverpool when it comes to customer service.
Those businesses were named the best in their respective sectors at the Mystery Shop Awards organised by the Liverpool BID Company.
The BID, which represents 1,500 businesses in Liverpool city centre, mystery shopped 200 establishments to find out who is and who isn’t looking after its customers.
It said that a greater number scored over 90% than in last year’s survey.
They also revealed that retailer Wilko, running accessory outlet Natterjack Running, restaurant Crust, hotel Mercure Atlantic Tower and banking giant Santander’s branch in Lord Street, were recognised for being the most improved.
Bill Addy, chief executive, Liverpool BID Company, said: “It is great news to hear that so many of our retail, leisure and service provider businesses are leading the way in customer service and upholding Liverpool’s reputation as a first class city to visit, be it for shopping, or food and drink.
“Today’s customers expect the very best and they are getting that in Liverpool.
“Importantly, Liverpool BID Company uses this exercise to also help and support those businesses who are perhaps not performing to the standard they would want to be, and we will continue to work with them by offering constructive feedback and training packages to up-skill employees.”
Now in its eighth year, the Mystery Shop Awards, held at the City of Liverpool College, celebrates those businesses that demonstrate excellent customer service in the two districts delivered by Liverpool BID Company – City Central (retail and leisure area) and Commercial District.
In 2017 – 19 businesses scored 100% (17 in 2016) – and 83 businesses scored 90%+ (78 in 2016).
Sectors covered in the mystery shop include national retailers, independent retailers, leisure and hospitality venues, service providers and accommodation providers.