Liverpool’s 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 14th year. 120 businesses were mystery shopped, from coffee shops to opticians, Hotels and 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 average customer rating was 84.3% in 2024. Overall, 39 businesses achieved 100% in their visits, with a further 38 achieving over 90% and all businesses here this evening have achieved above than 80%.
Results are based on businesses that achieved the highest score with a runner-up.
Retail Convenience
Winner Co-Operative Group (Leece Street)
Runner Up Tesco Stores (Great Crosshall Street)
Retail Home and tech
Winner Menkind
Runner-up Machine Mart Liverpool
Retail health and beauty
Winner L’Occitane
Runner-Up Wongs
Retail Clothing and Footwear
Winner Go Outdoors
Runner Up Pop Boutique
Culture
Winner The Beatles Story Ltd
Runner-up British Music experience
Service
Winner Trailfinders
Runner-up Andrew Collinge (Castle Street)
Leisure
Winner JD Gyms
Runner-up Ladbrokes
Hospitality Quick Service
Winner Bean Coffee (Chapel Street)
Runner-up Bean Coffee (St paul’s Square)
Hospitality Night Time Economy
Winner Slug & lettuce
Runner-up Flares
Hospitality Restaurant
Winner The Pullman
Runner-up Panoramic 34
Accommodation Serviced Apartments /Hotel
Winner Novotel Paddington Village
Runner-up School Lane Hotel
Venue Enquiry
Winner Holiday Inn Lime Street
Runner Up the Halyard
Green Award The Acc
Special Recognition
Lush
Jennina O’Neill, Chair of the Retail & Leisure BID says:
“A huge congratulations to our city centre businesses. These results truly show the commitment to customer service and delivering that warm welcome is as strong as ever. As we head into Q4 and the crucial Christmas season, we can expect that enthusiasm for friendliness and service to continue.
Liverpool city centre has shown its resilience this year and these results show that businesses are committed to maintaining their high standards of customer service.”
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