Customer service excellence was in the spotlight at Liverpool’s annual Mystery Shop Awards, where both independent and national brands were recognised for delivering outstanding experiences across the city.
Wongs was named Jeweller of the Year, while Fazenda scooped Restaurant of the Year. Mowgli was honoured with a Special Recognition Award, and The Beatles Story celebrated double success, taking home two awards on the evening.
Now in their 15th year, the awards are organised by Liverpool BID Company and saw 99 city centre businesses mystery shopped. Each was scored on a wide range of factors, including friendliness, cleanliness, atmosphere, and the unique ‘Liverpool Score’, measuring how well businesses embody the city’s famous warm welcome.
This year, the results highlighted a consistently high standard:
- The average Liverpool Score in 2025 was 8.1
- 28 businesses achieved a perfect 100% score
- All businesses attending the awards achieved above 85%
Spanning categories from Independent and National Retailers to Accommodation, Hospitality, Leisure and Service Providers, the awards showcase the city’s commitment to championing customer service and enhancing Liverpool’s reputation as one of the UK’s friendliest cities.
Results are based on businesses that achieved the highest score with a runner-up.
Lifestyle Retailer of the Year
Silverberg Opticians / L’Occitane
Clothing Retailer of the Year
Resurrection
Jeweller of the Year
Wongs
Cultural Attraction
The Beatles Story
Service Provider of the Year
Natwest
Casual Dining Venue of the Year
Fab4 Cafe at Royal Liverpool Albert Dock
Bar of the Year
Gino D’Campo 360 Sky Bar
Restaurant of the Year
Fazenda
Hotel of the Year (Overnight Stay)
INNSiDE by Melia
Hotel Best Customer Service
Hotel Indigo
Hotel Restaurant of the Year
Voyagers, Novotel Paddington Village
Green Award
CBRE
Special Recognition
Mowgli
Jennina O’Neill is Chair of Liverpool BID’s Retail + Leisure BID Area, and Centre Manager at Metquarter, said:
“This is such a highlight of our calendar as it allows us to celebrate those businesses who work hard to give our city its famed welcome. Customer service, attention to detail and going the extra mile are what makes our high streets stand out, and what keeps people coming back to bricks and mortar stores and venues. A huge congratulations to all our winners.”
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