Customer Service Earns Spotlight In Liverpool’s 15th Annual Mystery Shop Awards By The BID Company

CITY OF LIVERPOOL, LIVERPOOL CITY REGION.

Customer Service Was The Focus In Liverpool’s Annual Mystery Shop Awards From The Liverpool BID Company

The Beatles Story were double winners at the awards show (Credit: Supplied/Image was provided to The Liverpudlian with permission to share, courtesy of the Publicist on behalf of their client. We make no claim to this content).

Customer Service is always something prized by consumers, and the best in the business have been praised at Liverpool’s annual Mystery Shop Awards.

The event saw independent and national brands celebrated in the city, with Wongs being named Jeweller of the Year, and Fazenda named best Restaurant of the Year. Mowgli received a Special Recognition Award. The Beatles Story took home two awards on the evening.

Now in their 15th year, the annual awards are organised by Liverpool BID Company and saw 99 City Centre businesses mystery shopped. Each business is scored on a range of factors including friendliness, cleanliness, atmosphere and more, along with ‘The Liverpool Score’. This is the experience of how well businesses represent Liverpool.

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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.

“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.” - Jennina O’Neill, Chair of Liverpool BID’s Retail & Leisure BID Area, and Centre Manager at Metquarter.

The average customer rating was 8.1 in 2025 for The Liverpool Score. Overall, 28 businesses achieved 100% in their visits, with all businesses at the awards evening scoring over 85%.

Wongs won Jeweller of the year, pictured is Peter Wong and Katie Bentley (Credit: Supplied/Image was provided to The Liverpudlian with permission to share, courtesy of the Publicist on behalf of their client. We make no claim to this content).

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

Rossie from Greatest Hits presented the evening (Credit: Supplied/Image was provided to The Liverpudlian with permission to share, courtesy of the Publicist on behalf of their client. We make no claim to this content).

Jennina O’Neill, 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.”

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Jennina added: “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.”

The aim of Liverpool BID Company is to bring added value to levy payers and build on the core services already provided by Liverpool City Council and Merseyside Police. They aim to ensure both BID areas are clean and secure for businesses and visitors, and have the right environment for the private sector to succeed - whether a retailer, restaurant owner, or legal and financial service. Another goal is to drive footfall and develop activity where needed. As well as to champion the voice of the levy payers it represents, pushing forward their agendas and making things happen.

Robert Brocklesby from ProInsight (Credit: Supplied/Image was provided to The Liverpudlian with permission to share, courtesy of the Publicist on behalf of their client. We make no claim to this content).

The Liverpool BID areas cover some of the most iconic locations in Liverpool city centre including the eclectic and diverse independents of Bold Street, the thriving restaurant and hotel scene of Castle Street, Liverpool’s ever-evolving high street - from the iconic brands on Church Street and Williamson Square, to the high-end boutiques of Metquarter, and the professional and financial services around Old Hall Street. Alongside Mathew Street and The Cavern Quarter, which is known as the home of The Beatles, a focal point in the city’s music heritage, and a colourful nightlife scene. Also included is the famous Waterfront and Royal Albert Dock, Three Graces and Pier Head, St George’s Quarter and St John’s Gardens and William Brown Street, as well as Hope Street and the entrance to the Georgian Quarter.